Customer Service Team Lead (FinTech)

What Youll Be Doing

As a Team Leader Customer Experience, you will play a pivotal role in ensuring our customers receive exceptional service at every touchpoint. This role is not only about managing day-to-day operations but also about inspiring your team to deliver service excellence in a fast-paced and innovative digital banking environment.

Your key responsibilities include:

• Lead, coach, and develop a team of Customer Service Executives to deliver world-class support.
• Monitor team performance, analyze metrics, and take proactive steps to ensure SLAs, KPIs, and quality standards are consistently achieved.
• Handle escalations with professionalism and empathy, providing timely resolutions to complex customer issues.
• Foster team engagement by motivating, mentoring, and recognizing achievements to maintain a high-performance culture.
• Champion continuous improvement by identifying gaps, streamlining processes, and implementing best practices that enhance both employee and customer experience.