Backend Operations Executive

We at Pine Labs are looking for those who share our core belief - “Every Day is Game day”. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.

Team Management & Operations

• Supervise, guide, and motivate the customer support team to achieve KPIs and performance targets.
• Plan and manage shift schedules to ensure adequate coverage across operating hours.
• Monitor ticket queues, response times, and quality of resolutions through systems such as Zendesk or Ameyo.
• Conduct regular performance reviews, coaching sessions, and one-on-one feedback discussions.
• Ensure compliance with internal processes, SOPs, and data security policies.
• Handle and resolve complex or escalated merchant and customer issues professionally.
• Identify common pain points and provide actionable insights to improve service quality.
• Collaborate with other departments to resolve cross-functional issues.
• Drive continuous improvement in customer satisfaction (CSAT).

Training & Development

Reporting & Analytics

What matters in this role

What we Value in Our people

About Pine Labs Malaysia

Pine Labs is a leading merchant commerce omnichannel platform across India, Southeast Asia, and UAE. Our deep technology is designed to empower businesses and fuel their entrepreneurial spirit. We build and host a roster of fintech products, from digital payments to loyalty solutions. To learn more, please visit

#J-18808-Ljbffr