Customer Service Supervisor

Lead the Team Behind the Technology

Are you someone who leads by example, thrives in problem-solving environments, and knows how to keep a team focused even when things get busy? If yes, we want to meet you.

In the world of GPS tracking and telematics, reliable support isn't optional, it's essential. As a
Customer Service Supervisor

, you won't just be handling customer issues. You'll be guiding the team that ensures every fleet owner, operator, and end user receives fast, accurate, and professional support.

You'll serve as the frontline decision-maker, the escalation point, and the key link between customers, the operations team, and technical teams, ensuring smooth communication, quality support delivery, and continuous improvement.

If you enjoy coaching others, improving processes, and maintaining customer satisfaction with a calm and steady approach, this role is designed for you.

What You'll Be Responsible For

• Lead, supervise, and motivate the customer service team to achieve performance targets and SLA commitments.
• Monitor daily workloads, ticket queues, and shift coverage to ensure smooth operations.
• Handle escalated cases professionally and resolve them in collaboration with technical or operational stakeholders.
• Train, guide, and support team members, especially in troubleshooting, communication standards, and system usage.
• Review ticket quality, documentation, and service performance to ensure accuracy and consistency.
• Prepare reports on customer issues, ticket trends, repetitive cases, and improvement areas for management review.
• Coordinate with other departments to streamline support processes, improve turnaround time, and enhance customer experience.
• Maintain a positive and professional working environment, especially during peak or high-pressure situations.
• Assist in onboarding, mentorship, and ongoing skill development for new and existing staff.
• Support 24/7 operations, including shift planning, rostering, and ensuring compliance with company service guidelines.

What You Need to Excel

• Diploma, degree, or equivalent qualification — prior experience in a supervisory or senior customer support role is highly preferred.
• Strong leadership qualities, able to guide, mentor, and support team members with patience and fairness.
• Excellent communication skills (written and verbal) in English, Bahasa Malaysia & Mandarin.
• Analytical mindset, able to identify patterns, evaluate root causes, and provide actionable solutions.
• Calm, composed, and professional, especially when dealing with escalations or difficult situations.
• Strong organizational and multitasking skills, with attention to detail and documentation accuracy.
• Confident using support platforms, CRM tools, ticketing systems, or multi-tasking tools.
• Willing to support shift-based schedules, including nights, weekends, and public holidays as required.

What You'll Enjoy

• Permanent role with structured growth in a tech-focused environment.
• Overtime and allowances where applicable.
• Attendance & punctuality allowance to reward reliability.
• Travel allowance to support commuting.
• Opportunities for continuous learning, leadership growth, and internal career progression.
• A supportive workplace where teamwork, transparency, and continuous improvement are part of everyday culture.

You'll Be a Great Fit If You…

• Take pride in leading a team to deliver high-quality support.
• Enjoy solving problems from the root rather than applying quick fixes.
• Maintain composure, fairness, and professionalism in every situation.
• Believe in accountability, teamwork, and doing things right the first time.
• Want to grow your leadership career in a future-focused GPS telematics industry.