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Customer Support Team Lead

Customer Support Team Lead

RiDiK (a Subsidiary of CLPS. Nasdaq : CLPS)Kuala Lumpur, Kuala Lumpur, Malaysia
2 hari lalu
Penerangan pekerjaan

Direct message the job poster from RiDiK (a Subsidiary of CLPS. Nasdaq : CLPS)

Talent Acquisition Consultant@ RiDiK with expertise in Recruitment and HR

About the Company - RiDiK is a subsidiary of CLPS Incorporation (Nasdaq : CLPS) that offers comprehensive business consulting and technology services to a range of organizations, from small startups to established enterprises across various industries. We provide expert consulting service on all aspects of the business process, with a particular focus on areas that can significantly impact outcomes. Our specialized services include dashboard development, strategy formulation, technology architecture and landscape planning, as well as business transformation and process optimization.

This role is responsible for being the front line voice of company in working with our customers to solve their questions and concerns.

  • Very knowledge heavy, will need to maintain knowledge / understanding regarding our product
  • Need to be comfortable with Zendesk, handling a high volume of customer inquiries, and moving customer inquiries through the resolution cycle
  • Need to be comfortable working with queue ticket management and providing a swift response.
  • Need to be comfortable speaking with customers who raise time-sensitive, high impact concerns
  • Will need to be able to sort through Confluence SOPs, previous Slack threads, etc. to find answers to questions - should be a quick learner and should know when is the time to reach out for help

Responsibilities

  • Manage, mentor, and motivate a team of 2-4 vendor support agents, ensuring they meet or exceed all performance KPIs (e.g., SLA adherence, CSAT, time-to-resolution, and quality scores).
  • Conduct regular 1 : 1s, performance reviews, and coaching sessions to drive development, product knowledge, and alignment with company's culture and processes.
  • Act as a point of escalation for complex, high-priority customer issues, guiding the team to quick, accurate, and empathetic resolutions.
  • Drive operational efficiency by auditing, defining, and optimizing workflows, support materials, and decision-making frameworks.
  • Collaborate with the customer support leadership team to manage contractor capacity, scheduling, and resource allocation.
  • Analyze performance and customer data (using tools like Zendesk Explore and Looker) to identify root causes of recurring issues and propose data-informed solutions to product or process gaps.
  • Ensure consistent application of global policies, compliance requirements, and high-quality craftsmanship in all customer interactions.
  • Translate feedback and customer insights into actionable recommendations for internal partners to improve our platform, documentation, and overall service model.
  • Assist in onboarding and knowledge transfer, ensuring the team is fully educated on new product launches, regulatory changes, and evolving operational protocols.

    • Qualifications

  • 5+ years of experience in a high-volume Customer Support, Customer Operations, or Technical Support environment, with 3+ years in a Team Lead or Supervisory role.
  • Deep understanding of Enterprise customer service complexities in a global context.
  • Exceptional analytical and problem-solving skills, with a proven ability to use data (e.g., KPIs, OKRs, CRM / support platform reporting) to drive performance and process improvements.
  • Excellent written and verbal communication skills in English, with the ability to articulate complex financial or technical topics clearly.
  • Comfortable operating in a fast-paced, high-growth, and often ambiguous environment—a "builder's" mindset is essential.

    • Preferred Qualifications

  • Experience in Fintech, Payments, FX, or Banking
  • Zendesk experience is a plus
  • Knowledge of business intelligence / data analytics tools like Looker, SQL
  • Experience defining or improving quality assurance and training programs for remote or outsourced teams.

    • Seniority level

    Mid-Senior level

    Employment type

    Contract

    Job function

    Customer Service

    Industries

    Financial Services and Banking

    #J-18808-Ljbffr

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