Customer Service Team Lead

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape.

With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.

Roles & Responsibilities

• Lead and motivate a customer service team to meet performance KPIs and service standards.
• Conduct team meetings, coaching sessions, and provide constructive performance feedback.
• Ensure high customer satisfaction by managing service quality and handling escalated cases.
• Oversee training, onboarding, and quality control for customer service team members.
• Collaborate with internal departments to resolve issues and improve customer service processes.

Requirements

• Bachelor's degree
• Minimum 2 years of leadership or supervisory experience in customer service.
• Strong experience in handling customer inquiries, complaints, and escalations.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Experience with Zendesk, CRM systems, or fintech industry is an added advantage.