About Agenxee: Agenxee is a Malaysia-based BPO (Business Process Outsourcing) company that helps businesses streamline and scale their customer service, systems, and marketing operations. We support mission-driven brands, especially in healthcare, to improve service efficiency, deepen trust, and deliver better outcomes. We are seeking a hands-on, strategic Customer Service Team Lead to help our clients build effective workflows that improve customer retention, reduce friction, and enable scalable outbound and inbound operations. What You'll Do Your Mission: You will lead the design and execution of a strong and effective customer service framework-across both inbound and outbound channels, that strengthens retention, deepens customer trust, and improves internal efficiency. Key Responsibilities Build & Optimize Workflow: Design SOPs and workflows for WhatsApp, calls, walk-ins, online inquiries, cold calls and outbound follow-ups from scratch Improve the customer journey across service touchpoints with empathy and efficiency Build triaging logic that routes customers to the right roles (e.g., Health Coach, Advisor) based on intent and urgency Lead the Service Function: Serve as the lead expert in customer communication across voice, chat, and messaging platforms Coach, train, and guide future team members to ensure consistent, high-quality service Develop processes that lighten the load on clinical teams by streamlining common inquiries and outbound responses Outbound Engagement & Cold-Calling: Take charge of cold-calling campaigns and outbound workflows aimed at reactivating leads, following up with interested customers, or promoting relevant products and services Ensure your team is confident and effective in prospecting, qualifying, and engaging leads via outbound channels Collaborate with marketing and sales stakeholders to optimize conversion and lead nurturing System & Tool Implementation: Evaluate, recommend, test, and implement service and communication tools (e.g., Aircall, SleekFlow, HubSpot, CRMs, ticketing tools) Work with teams to connect service tools with broader platforms and campaigns Customer Retention & Relationship Management: Build flows that improve repeat engagement and long-term customer relationships Drive personalized care and proactive support without overwhelming internal bandwidth Training & Cross-Border Collaboration: Attend training sessions in Singapore and participate in internal alignment discussions Share insights with leadership to align support strategy with overall business goals Requirements Must-Have Experience: 3-5+ years in customer service, with 2+ years in a leadership role or workflow design capacity Proven experience in cold-calling or outbound customer engagement -this is essential Familiarity with SOP design, service triage frameworks, and performance metrics Confidence managing high-volume communication across phone, WhatsApp, email, and chat Able to work independently to build, test, and refine systems and processes Bonus Points: Background in medical or health-related industries (e.g., CPAP, pharmacy, dental) Hands-on experience with tools like WABA, Aircall, SleekFlow, HubSpot, Zendesk Experience working with elderly or less tech-savvy customers, with sensitivity to step reduction and clarity Soft Skills Strategic thinker with a builder mindset, comfortable with both high-level planning and on-the-ground execution Calm under pressure but detail-obsessed and process-driven Clear communicator who thrives in cross-border collaboration and leadership conversations Show more Show less