Grey Shift- Manager, Customer Service

Grey Shift- Manager, Customer Service Posting Date : 10 Jun 2026 | Close Date :08 Sep 2026

Client Background:

Fintech Company Serving the Financial Services Industry in ASEAN Countries

Location: PJ

Tenure: Permanent role

Salary: Basic Salary

Core Responsibilities

Incident & Queue Management: Oversee ticketing queue handed over from morning team and during night-hours, ensuring swift triage and resolution of trading platform glitches, API connection and latency issues.

Market-Hours Coverage: Ensure seamless IT support during overseas market hours, focus on outages that directly impact financial transactions and client account access.

Shift Leadership & Handoffs: Lead a team of IT support staff (or Night Agents), conduct beginning-of-shift reviews, and ensure comprehensive operational handoffs to the morning team.

Escalation & Crisis Communication:...