Customer Service Team Leader (Mandarin Speaker - Simplified Chinese)

Introduction

We are seeking a highly motivated and experienced Team Leader to oversee and guide a team of 15 Customer Support Agents (CSAs). This role requires a proactive leader who can inspire performance, ensure operational excellence, and foster a supportive team environment. As a Team Leader, you will play a crucial role in driving service quality, managing escalations, and ensuring that customer satisfaction remains at the forefront. If you have strong leadership skills, a passion for coaching and development, and a proven track record in customer support, we would love to hear from you.

Key skills and experience

• Bachelor’s degree in Business Administration, Communications, Psychology, Sociology, or a related field.
• Excellent English and Chinese communication skills (written, spoken, listening, and reading) with minimum B2 level for Simplified Chinese and B2 level for English
• At least 1 year experience in Customer Support or a related industry; leadership experience preferred.
• Experience working in the gaming industry is a plus.
• Previous BPO work experience is a plus
• Strong team management, coaching, and interpersonal skills.
• High attention to detail, with strong problem-solving and analytical abilities.
• Proficiency with customer support tools and software is an advantage.
• Willing to work weekends and public holidays
• Able to work on shifting schedules, including night shifts
• Willing to be placed in Denpasar, Bali (full WFO)

Responsibility

Team Management & Leadership

• Lead, mentor, and inspire a team of 15 Customer Support Agents (CSAs), fostering a positive and high-performance culture.
• Conduct regular team meetings, briefings, and process updates to ensure alignment and engagement.
• Remain approachable and available to support CSAs with day-to-day challenges.

Performance Management

• Ensure smooth execution of all CSA tasks, minimizing operational disruptions.
• Monitor individual and team performance against KPIs, ensuring daily productivity and service level targets are met.
• Monitor roster adherence, manage shrinkage, and optimize resource availability.
• Provide constructive feedback, coaching, and performance evaluations to drive continuous improvement.
• Identify skill gaps and support ongoing development through targeted training or knowledge-sharing sessions.
• Track and analyze performance data, preparing reports and recommending process improvements to maximize efficiency

Client Handling

• Manage client requirements and provide timely and appropriate solutions in line with agreed processes and service standards.
• Escalate critical issues to the reporting manager promptly.

Working Location

Gear Inc Taman Dewata, Jalan Imam Bonjol No 502, Denpasar Barat, Bali.