Customer Service Team Lead
Core
Lead a customer service team in a financial services environment, managing workflows, coaching agents, and resolving complex customer escalations to ensure high-quality support.
Role type
Senior IC Customer Service Team Lead
Builds
Customer support operations and team performance within a fintech platform
Domain
Financial Services / Customer Support
Deliverable
client delivery
Required skills
Team leadership, workflow management, performance monitoring, conflict resolution, process improvement, rota management, stakeholder alignment
Preferred skills
Financial services experience, regulated environment experience
Technologies
Email, in-app chat, phone support systems
Responsibilities
Coach agents to deliver empathetic support, resolve complex customer escalations, monitor team performance and service levels, manage team capacity and scheduling, drive continuous improvements to workflows, partner with department manager on priorities
Seniority
Senior, hands-on IC with people management experience