Backend Operations Executive

We at Pine Labs are looking for those who share our core belief - “Every Day is Game day”. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.Responsibilities we entrust you with:Team Management & OperationsSupervise, guide, and motivate the customer support team to achieve KPIs and performance targets.Plan and manage shift schedules to ensure adequate coverage across operating hours.Monitor ticket queues, response times, and quality of resolutions through systems such as Zendesk or Ameyo.Conduct regular performance reviews, coaching sessions, and one-on-one feedback discussions.Ensure compliance with internal processes, SOPs, and data security policies.Customer Service ExcellenceHandle and resolve complex or escalated merchant and customer issues professionally.Identify common pain points and provide actionable insights to improve service quality.Collaborate with other departments to resolve cross-functional issues.Drive continuous improvement in customer satisfaction (CSAT).Training & DevelopmentProvide onboarding, training, and upskilling sessions for new and existing agents.Monitor team adherence to scripts, tone, and communication guidelines.Foster a positive, collaborative, and customer-first culture within the team.Reporting & AnalyticsGenerate and review daily, weekly, and monthly reports on performance metrics.Track individual and team performance against defined goals and recommend improvements.Present insights and feedback to management to enhance service strategy.What matters in this role:Minimum Diploma/Degree in Business, Communications, or a related field.2-4 years of experience in customer support or operations, with at least 1–2 years in a supervisory/team lead role.Strong communication and people management skills.Proficient in CRM/ticketing tools (e.g., Zendesk, Ameyo, Freshdesk).Good analytical and problem-solving skills with attention to detail.Comfortable working in a fast-paced, tech-driven environment.Experience in e-commerce, fintech, or loyalty platforms is an added advantage.What we Value in Our peopleYou take the shot: You Decide Fast and You Deliver RightYou are the CEO of what you do: you show ownership and make things happenYou own tomorrow: by building solutions for the clients and doing the right thingYou sign your work like an artist: You seek to learn and take pride in the work you doAbout Pine Labs MalaysiaPine Labs is a leading merchant commerce omnichannel platform across India, Southeast Asia, and UAE. Our deep technology is designed to empower businesses and fuel their entrepreneurial spirit. We build and host a roster of fintech products, from digital payments to loyalty solutions. To learn more, please visit https://www.pinelabs.my/