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Customer Service Team Lead

EPOS · English (Optional) · POS Systems · Payment Processing & Gateways · 3 days ago

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Salary

≈ $13k – $30k per year (Estimated)

Location

In office (Kuala Lumpur)

Seniority

Staff

Confirmed on the employer's own hiring board on Oct 30, 2026. First seen by Alion on Oct 27, 2026. EPOS scores B on the Alion truth index.

Overview

Company

Impact

Profile match

EPOS

EPOS is a point-of-sale software and digital solutions provider headquartered in Singapore that supplies POS systems, payments, rewards programs, digital marketing, website development and financing tools to small and medium-sized retail, food and beverage and minimart businesses. Backed by Ant International and part of its Antom merchant payment services, it has more than 17 years of experience, over 6,000 Singapore SME customers and a growing presence in Malaysia and Vietnam. It hires business development and outdoor sales executives, account and channel partnership managers, customer and technical support staff, marketing, risk and project roles, and interns.

epos.com.sg · HQ: Singapore · Payment Processing & Gateways · POS Systems · 501-1000 employees · Est. 2008

Tech stack of EPOS

Role Summary

We are looking for a hands-on and driven Customer Service Team Lead to lead our customer support operations while actively managing day-to-day execution. This role will be responsible for team performance, service quality, and operational efficiency, while driving improvements in automation, SLA adherence, and customer experience.

What You'll Do

Lead and manage the Customer Service team (L1/L2 support), ensuring high performance and engagementOversee daily operations across channels (calls, WhatsApp, ticketing systems)
Monitor and enforce SLA targets (response time, resolution time, backlog management)
Handle and resolve high-priority escalations and complex cases
Coach, train, and develop team members through QA reviews and performance feedback
Drive CSAT improvement initiatives and enhance overall customer experience
Build and maintain knowledge base (KB), SOPs, and escalation frameworks
Collaborate with Ops, Tech, Product, and external partners to resolve issues and improve processes
Support implementation of automation (AI/chatbot/self-service) to reduce manual workloadEnsure accurate reporting, tracking, and performance analysis

Requirements

What We're Looking For

Good communication skills in English (Mandarin is a plus)
Proven experience in customer service, contact center, or operations leadership roles
Strong leadership with the ability to balance hands-on execution and team management
Excellent communication and stakeholder management skills
Strong problem-solving mindset with experience handling escalationsFamiliarity with CRM / ticketing systems and support tools
Experience in fintech, payments, or operations-heavy environments is a plusC
omfortable working in a fast-paced environment with shift arrangements

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