Customer Service Team Lead

About the role

The Customer Service Team Lead oversees daily operations of the support function, ensuring timely, accurate, and high‑quality assistance across phone, email, chat, and social media channels. This role leads a team of representatives, manages escalated issues, and drives continuous improvement of the customer experience through data‑driven insights and cross‑functional collaboration.

Key responsibilities

• Lead, manage, and motivate a team of customer service representatives to achieve service excellence.
• Conduct regular team meetings, performance reviews, and one‑on‑one coaching sessions.
• Develop staffing schedules to ensure optimal coverage across all support channels.
• Define and implement strategies to streamline workflows and improve response times.
• Collaborate with product, operations, and compliance teams to gather feedback and drive process improvements.
• Oversee creation and maintenance of knowledge‑base articles, FAQs, and self‑service tools.
• Handle escalated customer concerns with professionalism and empathy.
• Monitor key metrics such as response time, resolution time, and satisfaction scores.
• Develop and deliver training programs for agents, keeping them updated on e‑wallet processes, policies, and new product features.

Required profile

• Proven experience leading customer service or support teams.
• Strong ability to analyze performance data and identify improvement opportunities.
• Excellent communication and coaching skills.
• Experience working with multi‑channel support environments.
• Familiarity with e‑wallet services, regulatory requirements, and related troubleshooting procedures.

Required skills

What we offer

• Opportunity to shape customer experience strategy.
• Collaborative, fast‑moving work environment.