Customer Service Team Lead

About Hytech

Hytech is a leading fintech company specializing in cutting-edge financial technology solutions. Our

innovative platforms and applications empower our clients to manage their finances efficiently, securely,

and with unparalleled convenience. As a market leader in the fintech industry, we are dedicated to driving

digital transformation and shaping the future of financial technology.

Our passion for connecting the dots extends beyond the technological realm. We foster a culture of

inclusivity that values collaboration and knowledge-sharing among our team members, clients, and

partners. Together, we harness the power of connection to inspire innovation, drive growth, and shape a

better future for the fintech industry.

Join us at Hytech as we continue our journey of connecting the dots and paving the way to success for our

clients and partners. Let us embark on a collaborative adventure, where we explore new possibilities, drive

innovation, and navigate the exciting landscape of the digital world together.

Role and Responsibilities:

• Lead and motivate a team of customer service representatives to achieve performance goals and

deliver exceptional service.

• Conduct regular team meetings, provide constructive feedback, and facilitate professional

development.

• Set and maintain high standards for customer service, ensuring that the team meets or exceeds

customer satisfaction targets.

• Handle escalated customer issues and ensure prompt resolution.

• Foster open communication within the team and across departments.

• Act as a liaison between the customer service team and other departments to address issues

and streamline processes.

Qualifications and Requirements:

• Bachelor's degree in business study or any related field.

• Proven experience in a customer service role, with at least 2 years in a leadership or supervisory

capacity.

• Have experience in resolving customer inquiries and handling complaints.

• Proven track record of training CS new joiners and quality control management.

• Ability to work in a fast-paced environment and adapt to changing priorities.

• Proficiency in Zendesk and CS CRM system will be an added advantage.

• Knowledge of the fintech industry will be an added advantage.