Senior Customer Service Executive (Shift Lead)
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Description
About Us
Longbridge is a new-generation, AI-driven online brokerage on a mission to make investing smarter, simpler, and more accessible for everyone. Headquartered in Singapore, we are redefining the investment journey by connecting the stages of “Discovery → Learning → Trading.” With our proprietary AI assistant, Longbridge AI, and a cloud-native infrastructure, we provide retail investors with institutional-grade insights and a seamless global trading network. At Longbridge, you won’t just be working for a brokerage; you’ll be building the future of financial infrastructure.
About the Role
The Senior Customer Service Executive (Shift Lead) plays a critical role in ensuring smooth and effective Customer Service operations throughout their assigned shift.You will serve as the first escalation point for complex or sensitive customer issues, provide real-time guidance and support to Customer Service Executives, and act as the primary point of contact for the Team Manager when they are off-duty.
As part of a 24/7 Customer Service team, you must be comfortable working on a rotating shift basis, including night shifts, weekends and public holidays.
Key Responsibilities
Requirements
Longbridge is a new-generation, AI-driven online brokerage on a mission to make investing smarter, simpler, and more accessible for everyone. Headquartered in Singapore, we are redefining the investment journey by connecting the stages of “Discovery → Learning → Trading.” With our proprietary AI assistant, Longbridge AI, and a cloud-native infrastructure, we provide retail investors with institutional-grade insights and a seamless global trading network. At Longbridge, you won’t just be working for a brokerage; you’ll be building the future of financial infrastructure.
About the Role
The Senior Customer Service Executive (Shift Lead) plays a critical role in ensuring smooth and effective Customer Service operations throughout their assigned shift.You will serve as the first escalation point for complex or sensitive customer issues, provide real-time guidance and support to Customer Service Executives, and act as the primary point of contact for the Team Manager when they are off-duty.
As part of a 24/7 Customer Service team, you must be comfortable working on a rotating shift basis, including night shifts, weekends and public holidays.
Key Responsibilities
- Act as the first escalation point for complex, sensitive or high-priority customer issues.
- Provide real-time coaching, guidance and support to Customer Service Officers.
- Monitor shift performance and ensure SLA, KPI and service-quality targets are achieved.
- Support workload allocation and ensure adequate coverage throughout the shift.
- Ensure adherence to SOPs, escalation procedures and service standards.
- Assist with onboarding, coaching and quality monitoring of new and existing agents.
- Identify recurring customer or operational issues and escalate them to the Team Manager.
- Provide effective shift handover and highlight outstanding cases, escalations and operational issues.
Requirements
- Minimum 2-3 years of Customer Service / Customer Support experience, preferably in a contact-centre environment.
- At least 1 year in a senior, team lead or supervisory role preferred.
- Experience in banking, brokerage, securities, fintech or financial services is an advantage.
- Basic knowledge of stocks, equities, trading or financial markets will be an advantage.
- Strong escalation-handling, problem-solving and decision-making skills.
- Strong coaching and mentoring ability.
- Good understanding of CS KPIs, SLAs and service quality.
- Fluent in English and Mandarin; Bahasa Melayu is an added advantage.
- Willing to work rotating shifts, including nights, weekends and public holidays.
- Candidates with less experience will be considered as Customer Service Executive