Team Lead Customer Service Excellence

Job description / Role

Company description

Who are we?

The Exinity Group is a wealth engine that wants to make financial independence a reality for an aspiring and upwardly mobile new generation of investors and traders - especially those in the developing world.

As a globally recognized financial services firm, it is our mission to empower them to succeed. We design, engineer and market a growing range of innovative trading and investing products that meet their expectations for choice, creativity, and control, and which are backed by risk management tools, education - and exceptional customer experience.

We have two decades of experience and a strong global presence in risk-driven online trading, and we want you to be a part of our truly international team that serve over two million clients in 150 countries from regulated centers across Europe, the Middle East, Africa and Asia.

"Freedom to succeed" is not just a promise we make to our clients and partners, but to our people too. We will help you develop a range of skills, take on early responsibility, and enjoy a rewarding and fulfilling career with a fast-growing, dynamic company.

Job description

The team lead, customer service is responsible for overseeing a team of customer service representatives to ensure exceptional service delivery, efficient operations, and continuous improvement. This role acts as a bridge between frontline staff and management, driving performance, engagement, and customer satisfaction. You will work in a team comprising culturally diverse professionals with different skill sets who support each other in delivering impactful results.

Key responsibilities:

Team leadership & management

• Supervise, coach, and mentor a team of customer service representatives.
• Conduct regular performance reviews and provide constructive feedback.
  
• Schedule and manage shifts to ensure adequate coverage and workload balance.

Customer experience

• Monitor customer interactions to ensure quality and compliance with service standards.
• Handle escalated customer issues and resolve complex inquiries.
• Analyze customer feedback and trends to improve service delivery.

Operational excellence

• Track and report on key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction.
• Collaborate with other departments to streamline processes and resolve systemic issues.
• Implement and maintain standard operating procedures (SOPs).

Training & development

• Onboard new team members and provide ongoing training.
• Identify skill gaps and organize learning sessions or workshops.
• Promote a culture of continuous improvement and learning.

Technology & tools

• Utilize CRM and support platforms effectively (e.g., Creatio).
• Recommend and support implementation of new tools or system enhancements.

Quality assurance

• Implement QA frameworks for customer interactions across channels (voice, chat, email, social).
• Conduct regular audits and provide actionable feedback to agents and team leads.
• Develop and deliver training programs based on QA findings and customer feedback.

Customer service excellence & continuous improvement

• Analyze customer feedback, CSAT, and NPS scores to identify trends and improvement opportunities.
• Lead initiatives to improve first contact resolution, reduce handling time, and enhance customer experience.
• Benchmark against industry standards and implement best practices.

Qualifications

Education & experience

• Bachelors degree in business, communications, or related field (preferred).
• 3-5 years of experience in customer service, with at least 1-2 years in a supervisory or team lead role.

Skills & competencies

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Problem-solving mindset with a customer-first approach.
• Proficiency in customer service software and reporting tools.

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  Ability to work under pressure and manage multiple priorities.

Value-adding responsibilities:

• Champion a culture of learning and excellence within the service team.
• Upskill the customer service team to drive value-add via upselling and cross selling methods.
• Identify automation opportunities to reduce manual workload and improve response times.
• Regular team-building activities and recognition programs.
• Inclusive and supportive work environment.
• Clear path to managerial roles with leadership training and mentorship programs.
• Develop dashboards and reporting tools for real-time performance tracking.
• Support crisis communication and service continuity planning.
• Participation in cross-functional projects to improve customer experience.
• Voice in process improvement and strategic planning.

Personal attributes

• Customer-centric mindset with a passion for service excellence.
• Detail-oriented and highly organized.
• Proactive problem solver and continuous learner.
• Collaborative and adaptable in a fast-paced environment.

Additional information

What we offer:

• Competitive salary and benefits
• Training and development opportunities
• Supportive and inclusive team culture
• Career growth within a global organization
• Discretionary performance related bonus
• Personalized flexi benefits
• Global employee assistance program
• Medical insurance

What you will love about this role:

"Freedom to succeed" is our core belief. Its not just a promise we make to our clients and partners, but to our people too. We want our people to leap and so in this role you will...

• Learn (e.g., from each other, from new projects).
• Exchange (e.g., information and best practices in an open-minded environment).
• Advance (e.g., by developing skills and accepting greater responsibilities, your career progression and diversification).
• Prosper (e.g., by acquiring skills, by nurturing a team of x people).

Exinity is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age.