Client Services Team Lead

About Job

At StashAway, we are here to empower people to build long-term wealth. As a Client Service Team Lead, you will lead, coach, and scale our high-performing client engagement team to deliver an exceptional experience. In this role, you will take ownership of daily operations, mentor a team of client-facing specialists, and streamline workflows using data, automation, and smart processes to keep our clients confident and invested.

Key Responsibilities

• Team Performance: Own team KPIs, coaching, development, and performance management to ensure the team consistently achieves ≥90% overall KPI month-on-month.
• Operations: Manage queues, workload allocation, staffing, coverage, productivity, and SLAs/AHT.
• Client Experience: Manage escalations, complaints, difficult cases, and service quality to maintain strong CSAT and FCR performance.
• Quality Excellence: Maintain high service quality and documentation accuracy through regular monitoring and coaching.
• People Development & Training: Drive capability through structured coaching, 1:1s, training, and knowledge development.
• Continuous Improvement: Identify process gaps, improve SOPs and workflows, and drive automation and AI opportunities to reduce manual work and improve scalability.
• Stakeholder Management: Coordinate with Compliance, Product, Operations, Investment, and Tech to effectively manage escalations and cross-functional issues.

Who are we looking for

• 3–4 Years of People Leadership: Proven track record of direct line-management and coaching within client service, customer support, or contact center operations.
• Industry Agnostic: Prior experience in Fintech or Financial Services is not required—we value strong leadership, operational rigor, and a client-first mindset.
• Performance & Operations Focus: Demonstrated ability to manage operational queues, drive key service metrics, and maintain strict SLA standards.
• Tech & Continuous Improvement Mindset: Comfortable identifying operational gaps and keen to leverage modern automation or AI tools to reduce manual overhead.
• Strong Communication: Effective verbal and written communicator capable of aligning across cross-functional stakeholders and managing tough client escalations.

Benefits

Employee financial and physical well-being

• Compensation package: You will receive a competitive total compensation package that includes employee stock options if you are a full-time employee.
• Comprehensive insurance coverage: Free panel outpatient GP clinic visits, group hospitalisation and surgical insurance, and Covid hospitalisation insurance coverage (conditions apply).

Flexible work arrangements and policies

• Unlimited paid annual leave: It should be simple for you to decide if you would like to take more or fewer days off. We trust that you are accountable for your work and know best if you need 10 or 30 days of paid annual leave that year.
• Personal work equipment budget: It’s important that you have a workstation that’s optimal for you wherever you are.

Learning and development opportunities

• You will be given an annual Learning and Development budget to help you continuously learn in your pursuit of your professional and personal development. You may use the budget for resources and tools that may help you perform better at work. This budget is subject to management approval.

Team bonding budget and initiatives

• Quarterly team bonding budget: We encourage you to socialise with colleagues across job functions, departments, and entities to know them better as individuals beyond what they professionally do.
• Annual off-site (Nov): Each off-site gathers all employees for a full day of company-wide team bonding activities and challenges.