Job Description
Location: Remote
Employment Type: Full-time | Remote
Working Model: Remote
Working Hours: Rotational shifts across different time zones
Salary: 6,000 CNY per month (Basic + Bonus)
Target Location: Malaysia
Role Overview
We are seeking an experienced Customer Support Team Leader to manage and support daily customer service operations for an international product. This role requires strong leadership skills, excellent communication in English and Chinese, and hands-on experience handling inbound and outbound customer interactions in a remote environment.
The Team Leader will oversee service quality, support agents where required, and ensure smooth handling of customer communications across multiple channels.
Key Responsibilities
- Lead and support customer service operations across inbound calls, outbound calls, email support, and live chat.
- Act as a point of escalation for complex customer issues and ensure timely resolution.
- Maintain service quality standards and ensure consistent customer experience.
- Coordinate daily workflows, shift coverage, and task allocation in a remote setup.
- Monitor performance, document processes, and maintain organized service records.
- Support reporting, documentation organization, and basic data analysis related to customer service operations.
Requirements
- A-A+ level fluency in both English and Chinese, spoken and written.
- Proven experience in customer service, preferably in a leadership or senior support role.
- Strong communication, problem-solving, and decision-making skills.
- High reliability, stability, and ability to manage responsibilities independently.
- Comfortable working remotely and managing tasks across time zones.
Preferred Qualifications
- Previous team leadership or management experience in customer support.
- Experience with documentation management and data analysis related to CS operations.
- Ability to multitask effectively and remain calm under pressure.
Why Join Us
- Fully remote role with stable monthly compensation
- Opportunity to lead and shape a growing customer support operation
- Exposure to an international working environment
- Long-term collaboration potential
Equal Opportunity Statement
We are committed to creating an inclusive and diverse workplace. All qualified candidates are encouraged to apply.
