Customer Support Team Lead

About the role

Finance Incorporated Limited is seeking an experienced Customer Support Team Lead to oversee the daily operations of its support department. You will be responsible for guiding a team of agents, improving service processes, and ensuring a seamless experience for our clients.

Key responsibilities

• Manage day‑to‑day activities of the Customer Support team.
• Participate in recruitment, onboarding, and coaching of new agents.
• Assist in drafting policies and building new departmental procedures.
• Handle general communications with clients and act as the central point of escalation.
• Develop and implement process improvements to enhance client experience.
• Collaborate with other departments to deliver integrated solutions.
• Monitor performance against company targets and department KPIs.
• Analyze service traffic patterns and account health to identify trends.
• Review client journeys, pinpoint development areas, and work with internal teams to resolve issues.
• Gather client feedback and coordinate with product development for enhancements.
• Address ad‑hoc requests and any tasks assigned by the COO.

Required profile

• Previous experience in a similar customer support leadership role.
• Experience in the financial sector is a plus.

Required skills