Customer Service Team Lead

About the role

The Customer Service Team Lead is responsible for overseeing daily operations of an on‑site support team, ensuring high‑quality, compliant, and efficient service delivery. This role combines people management, workflow optimization, and strategic reporting to drive performance against key metrics.

Key responsibilities

• Conduct regular 1:1 coaching sessions and performance reviews to improve service quality.
• Manage daily workflow, capacity planning, and scheduling to maintain coverage during peak hours.
• Act as escalation point for complex or sensitive queries, ensuring professional resolution.
• Monitor KPIs, remove bottlenecks, and ensure same‑day resolution SLA adherence.
• Maintain and update team knowledge bases for accurate support.
• Implement regular quality assurance audits and enforce regulatory compliance.
• Collaborate with partners to optimize conversion processes.
• Prepare weekly performance reports and propose process or tooling improvements.

Required profile

• Proven ability to lead, motivate, and develop a high‑performing team in a fast‑paced environment.
• Strong analytical skills to identify operational bottlenecks and implement solutions.
• Excellent communication skills for conveying complex information to both team members and senior stakeholders.
• High emotional intelligence with composure under pressure to resolve escalated issues.
• Ownership mindset with a focus on continuous improvement and accountability.

Required skills

What we offer

• Opportunity to lead a dynamic customer service team.
• Exposure to process optimization and strategic decision‑making.
• Collaborative environment focused on growth and compliance.