Customer Support Team Lead

Role Overview The Customer Support Team Lead will build and lead the offsite customer support team from the ground up, defining strategies, processes, scorecards, and platform requirements to deliver exceptional customer experience at Digibank.

Key Responsibilities

• Team Setup & Strategy: Establish operations from scratch, define Day 1 and long-term support roadmaps, and develop operational manuals and capacity planning.
• Operational Excellence: Oversee daily service delivery, resolve escalated complaints, drive process optimization/automation, and manage governance and risk.
• Performance & Team Management: Define and track key performance metrics (e.g., NPS, resolution time, customer satisfaction), recruit and coach high-performing talent, and foster a customer-centric culture.
• Cross-Functional Innovation: Collaborate with broader CX and technology teams to drive continuous improvement and share frontline insights.

Requirements

• 8 years of relevant experience in a contact center or customer service function within Financial Services or digital native companies, with at least 8 years in a supervisory or managerial role.
• Experience leading contact center transformation projects and managing CRM/Omnichannel platforms (e.g., Salesforce, NICE, Avaya).
• Bachelor’s Degree in Business Administration, Business Information Systems, or a related discipline.