Customer Support Team Lead

9 hours ago

Hyderabad City Taluka, Pakistan beBee Careers Full time
Job Description

We are seeking a highly motivated and experienced professional to lead our Customer Support team as an Associate Manager.

About the Role:

This is a leadership position that requires strong operational expertise, excellent communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities:
  • Manage a team of high performing customer service agents across multiple channels
  • Lead initiatives aimed at improving operations through automation, elimination, and optimization
  • Act as a trusted point of contact for escalations and high priority issues
  • Achieve Service Level Agreements (SLAs), productivity, and quality metrics for your line of business/team members
  • Cross-functionally collaborate with Program, Quality, Training, and Product teams to improve existing workflows and processes
  • Utilize an in-depth understanding of metrics to drive data-backed business decisions
  • Communicate policies and follow up to ensure compliance and consistency
Requirements:
  • Customer-obsessed, motivated by a passion for delivering exceptional customer experiences
  • Minimum 8 years of relevant experience in financial services, technology, and/or customer support
  • Minimum 5 years of people management experience in an operations environment
  • Ultra proactive in identifying opportunities, proposing solutions, and executing them
  • Excellent track record of leading deeply engaged and high-performing teams
  • Ability to work independently and as part of a team, with high self-motivation and personal accountability
Nice to Have:
  • Experience in financial services, payments, trading operations, or technical support
  • Advanced experience in project management, analytics, or quality assurance
  • Advanced degree in business, finance, customer experience, and/or blockchain
Why This Role Matters

This role has a significant impact on our customers' experience and our company's success. If you are a motivated and experienced professional looking to take on new challenges, we encourage you to apply.

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