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: Act ...