Job Summary
We are seeking a proactive and results-driven Team Lead, Customer Service to oversee our customer support operations in a fast-paced digital lending environment.
The ideal candidate will lead a team of customer service representatives, ensure excellent customer experience, and maintain high service standards while supporting the company's mission of providing quick and reliable payday loans.
Key Responsibilities
Team Leadership & Management:
Supervise, coach, and mentor customer service representatives to achieve performance targets.
Monitor team productivity, quality of interactions, and adherence to company policies.
Conduct regular performance reviews and provide actionable feedback.
Develop training programs to enhance team skills and product knowledge.
Customer Experience:
Ensure prompt and professional resolution of customer inquiries, complaints, and escalations.
Maintain high customer satisfaction (CSAT) and service level standards.
Handle complex or high-priority customer issues.
Operations & Process Improvement:
Analyze customer service metrics and generate reports for management.
Identify trends in customer issues and recommend process improvements.
Collaborate with product, risk, and operations teams to improve service delivery.
Ensure compliance with regulatory requirements and company policies.
Performance Monitoring:
Track KPIs such as response time, resolution time, customer satisfaction, and agent productivity.
Implement strategies to improve team performance and efficiency.
Requirements
Bachelor's degree in Business Administration, Communications, or related field.
2 - 5 years of experience in customer service, preferably in fintech, banking, or digital lending.
At least 2 - 5 years in a supervisory or team lead role.
Strong understanding of digital financial services and loan products.
Excellent communication and interpersonal skills.
Strong problem-solving and conflict resolution abilities.
Experience with CRM systems and customer support tools.
Ability to work in a fast-paced, target-driven environment.
Key Competencies:
Leadership and people management
Customer-centric mindset
Analytical and data-driven decision-making
Emotional intelligence
Attention to detail
Adaptability and resilience
Working Conditions:
Full-time role (onsite)
May require shift work, including weekends or holidays.