Customer Service Team Lead

About this role

Role Summary
We are looking for a hands-on and driven Customer Service Team Lead to lead our customer support operations while actively managing day-to-day execution. This role will be responsible for team performance, service quality, and operational efficiency, while driving improvements in automation, SLA adherence, and customer experience.

What You'll Do

• Lead and manage the Customer Service team (L1/L2 support), ensuring high performance and engagementOversee daily operations across channels (calls, WhatsApp, ticketing systems)

• Monitor and enforce SLA targets (response time, resolution time, backlog management)

• Handle and resolve high-priority escalations and complex cases

• Coach, train, and develop team members through QA reviews and performance feedback

• Drive CSAT improvement initiatives and enhance overall customer experience

• Build and maintain knowledge base (KB), SOPs, and escalation frameworks

• Collaborate with Ops, Tech, Product, and external partners to resolve issues and improve processes

• Support implementation of automation (AI/chatbot/self-service) to reduce manual workloadEnsure accurate reporting, tracking, and performance analysis
Requirements
What We're Looking For

• Good communication skills in English (Mandarin is a plus)

• Proven experience in customer service, contact center, or operations leadership roles

• Strong leadership with the ability to balance hands-on execution and team management

• Excellent communication and stakeholder management skills

• Strong problem-solving mindset with experience handling escalationsFamiliarity with CRM / ticketing systems and support tools

• Experience in fintech, payments, or operations-heavy environments is a plusC

• omfortable working in a fast-paced environment with shift arrangements