Customer Support Team Lead

4 days ago

Singapore WISE ASIA-PACIFIC PTE. LTD. Full time

Customer Support Team Lead ensures smooth flow of inquiries and complaints through effectively managing the team. Motivates, coaches, inspires, trains and directs the assigned team members. They also provide assistance to team members who are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching.

This role includes building and developing the team; keeping track of team members progress and skills to make sure the team is able to cover all necessary tasks (Quarterly planning, retros, setting goals for team's future, making sure CS KPI's are reached).

Responsibilities include interviewing, selection and hiring; participating in training new and existing employees, team planning, assigning and directing work, managing employee performance appraisals, addressing employee performance and corrective action plans, employee motivation and suggesting rewards

Reports to the CS Senior Team Lead.

**Responsibilities
**KPIs**

Responsible for ensuring the following KPIs are within target for their team:

- CSPH
- Occupancy
- AHT
- QA score
- Escalation rate & escalation accuracy
- Utilization (shift share)
- CSAT

**Operations**
- Ensures that team provides good quality and efficient support and meet KPIs
- Identifies opportunities for team performance improvement and improves via effective performance management

**People management**
- Supports agent engagement and motivation
- Ensures the agents are equipped with all the necessary tools, trainings and support to perform their daily tasks
- Leads interviews with agents and makes hiring decisions, communicates job expectations during hiring process
- Provides effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes
- Supports agents in setting actionable goals that enable their growth in Wise
- Ensures high engagement in the assigned CS team

**Relationship management**
- Maintaining networks with various stakeholders within the organization on the team level

**Budgeting**
- Responsible for the team budget in the assigned team
- **Requirements/Skills**
- Fluent in English
- Preferably speaking the language of the assigned team
- Experience - at least 6 months in Wise CS or a year in an external CS organization
- People management skills
- Flexibility in working hours/shifts (day / night, weekdays / weekends
- Friendly, creative and problem solver
- Great fit to our values and company culture
- Able to keep up with constant change, patient and flexible
- Clean police report

  • Customer Support Team Lead

    2 days ago

    Singapore SUSE Full time $90,000 - $120,000 per year

    About UsAlways open. Our code, our culture, our opportunities. Leading open innovation without limits. We are SUSE.SUSE is a global leader in innovative, reliable and secure enterprise open source solutions, including SUSE Linux Enterprise (SLE), Rancher and NeuVector. More than 60% of the Fortune 500 rely on SUSE to power their mission-critical workloads,...

  • Business Customer Support Team Lead

    6 hours ago

    Singapore WISE ASIA-PACIFIC PTE. LTD. Full time

    In this role, you will lead the Business Customer Support team, ensuring an exceptional level of service by establishing and maintaining Quality Assurance and Quality Control processes. Our Business Customer Support team is the primary point of contact for Wise business clients, so all inquiries must be handled with efficiency and professionalism. Your main...

  • Business Customer Support Team Lead

    1 day ago

    Singapore WISE ASIA-PACIFIC PTE. LTD. Full time

    Roles & ResponsibilitiesWise is looking for an experienced and driven leader to join our Business Customer Support team in Singapore. The ideal candidate will help us maintain and enhance our reputation for customer service excellence throughout the APAC region. The Business Customer Support Team Lead is a key leader responsible for building robust teams and...

  • Site Manager Team Lead, Customer Support

    4 days ago

    Singapore Clarivate Full time

    The Site Manager Team Lead is a key member of the Customer Support Management Team and is responsible for overseeing the delivery of customer support to Innovative’s customer base. The incumbent will lead and coordinate the day to day activities of a group of customer-facing support staff responsible for analyzing, troubleshooting and resolving issues with...

  • Customer Service Support

    6 days ago

    Singapore AETOS SUPPORT SERVICES PTE. LTD. Full time

    **About AETOS**: AETOS Capital Group Pty Ltd is a renowned Australian broker specializing in financial products trading services, provide retail and corporate clients with diversified financial derivative products including Margin Forex Contracts and CFD in Precious Metals, Indices, Commodities, Shares and Cryptocurrencies. **AETOS Support Services Pte Ltd...

  • Customer Support Director

    2 weeks ago

    Singapore ATR EASTERN SUPPORT PTE LTD Full time

    Our customers’ success is our success. ATR Customer support strive to ensure customers’ operating needs are being met at the highest level. Having strong relationships and deep understanding of customers operations are of significant value to us. As Customer Support Director, your objective will include: - Developing strong understanding of customer...

  • Customer Support Director

    1 week ago

    Singapore ATR EASTERN SUPPORT PTE LTD Full time

    The Customer Support Director is the prime interface and point of escalation for any major issues arising from the Customers which require coordination within the company. As Customer Support Director, your mission will include: - Developing and maintaining relationships with a portfolio of Airlines. - Strengthening the relationship with ATR Operators and...

  • Customer Support Lead

    2 weeks ago

    Singapore MONOKEI PTE. LTD. Full time

    As the Customer Support Lead, you want to lead a team of like-minded individuals to deliver excellent customer support. **i. Roles and Responsibilities** Responsibilities may include but are not limited to: - Oversee and manage a team of customer support representatives - Plan and execute regular initiatives in support of customer experience improvement -...

  • Business Customer Support Senior Team Lead

    2 weeks ago

    Singapore WISE ASIA-PACIFIC PTE. LTD. Full time

    Wise is a global technology company, building the best way to move and manage the world’s money. **Min fees. Max ease. Full speed.** Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team,...

  • Customer Experience Team Lead

    5 days ago

    Singapore LUMENS PTE. LTD. Full time

    **Your Role on Our Journey**: As the Customer Experience Team Lead, you will play a key role in ensuring our Customer Experience team consistently delivers outstanding service and support to our drivers. You'll mentor and motivate a team of Consultants, handle escalations, and drive process improvements. Your leadership will be essential in fostering a...