Team Lead, Customer Service

About The Role

We are seeking a highly motivated and customer-centric individual to lead our Customer Service team. As a Team Lead, Customer Service, you will play a crucial role in ensuring our customers receive exceptional support and have a positive experience with MoneyMax.

Responsibilities

• Lead and manage a team of Customer Service Representatives, providing guidance, training, and performance feedback.
• Develop and implement customer service strategies and procedures to enhance customer satisfaction and efficiency.
• Monitor customer service channels (phone, email, chat and social media) to ensure timely and effective resolution of customer inquiries and complaints.
• Analyze customer feedback and identify areas for improvement in service delivery.
• Collaborate with other departments (e.g., Operations, Marketing and Commercial) to address customer concerns and improve overall customer experience.
• Stay up-to-date on MoneyMax products, services, and policies to provide accurate and comprehensive support to customers.
• Motivate and inspire the team to achieve performance targets and deliver outstanding customer service.
• Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
• Prepare reports and analyze customer service data to identify trends and insights.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Proven experience at least 1 year of experience in a team lead capacity preferably in the financial services or tech industry.
• Strong analytical skills with the ability to interpret data, identify trends, and develop actionable insights.
• Familiarity with Customer Service technology, including AI-powered tools and solutions.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficient in using Zendesk
• Ability to work independently and as part of a team.
• Passion for delivering exceptional customer service.
• Experience in the fintech industry is a plus.

#MoneyHeroGroup #MoneyMax

What can you expect from us

Impact: We are actively empowering and connecting people to a better financial future. Join us if you want to help us achieve our mission.

Work: We have a team of over 350 talented individuals in 4 markets who are hyper passionate about building innovative financial solutions and making an impact on people's lives.

Culture: We take our work seriously but don't hesitate to keep things light. We can only create magic when we have a little bit of fun.

Thrive: We launched in 2014, and now help over 10 million monthly users make the best financial decisions. Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career.

Reputation: We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group

EEO Statement

MoneyHero Group is an equal opportunity employer. We value, support and respect all individuals and is committed to maintaining an inclusive and diverse working environment. Decisions in hiring are based on business needs, requirements of the job and individual qualifications and shall not be influenced by any consideration of race, ethnic or national origin, religion, sex (including gender identity and/or expression), age, sexual orientation, marital status, parental status, disability, genetic information, political affiliation or other applicable legally protected characteristics.