Customer Support Team Lead (Kai Moi)

Join Our Team as a Customer Service Team Lead!

Are you ready to take the next step in your career and make a meaningful impact on customer experience and team performance? At Hytech, we’re looking for a proactive, analytical, and people-oriented leader to join our team. In this role, you’ll have the opportunity to drive customer satisfaction, improve service processes, mentor team members, and foster a culture of continuous improvement in a dynamic, fast-paced environment.

About Us:

Hytech is a leading management consulting firm specializing in driving digital transformation for businesses in the Fintech industry. We currently operate in 172 countries with over 1,000 employees in more than 30 offices worldwide.

As part of a global network, we operate brands across various locations, including Sunton Tech in Australia, Duotech in Singapore, and International Connect Services and Centerfield Business Solutions in Malaysia.

Our Philippines Team:

We support trading and investment companies in the financial technology sector. Our team is expanding, as we currently handle global accounts and are aiming to provide 24/7 support. The Philippines team is an extension of our teams in Taiwan and Malaysia.

What We Do:

We combine innovative thinking with unmatched industry expertise to deliver end-to-end data-driven solutions in cloud services, cybersecurity, IT consultancy, and other support services. We’re committed to providing bespoke solutions that meet our clients’ needs and goals.

About The Role:

We are looking for a proactive and results-driven customer service professional to lead and support team operations, enhance customer satisfaction, and drive continuous process improvement. This role focuses on delivering excellent customer service, identifying operational inefficiencies, analyzing performance metrics, and implementing effective solutions to improve service quality and operational efficiency.

The successful candidate will serve as a subject matter expert, providing guidance and mentorship to team members while overseeing team performance, training, and talent development. Through data-driven decision-making, effective leadership, and continuous optimization of standard operating procedures (SOPs), this role will contribute to achieving operational excellence and supporting the team's long-term growth.

Key Responsibilities:

1. Customer Service and Problem Solving

• Assist in establishing and measuring team and individual customer satisfaction metrics, setting benchmarks for excellence in customer service.
• Serve as a subject matter expert within the team, proactively addressing customer concerns and providing efficient resolutions while maintaining a positive, patient, and empathetic service demeanor.

2. Process Improvement and Problem Solving

• Identify workflow inefficiencies, recurring customer issues, and service gaps through operational observations and root cause analysis.
• Develop and implement practical process improvements to reduce repeat contacts, improve resolution efficiency, and enhance customer satisfaction.
• Drive improvements to standard operating procedures (SOPs) and ensure new processes are effectively implemented, monitored, and continuously optimized.

3. Data Analysis and Performance Improvement

• Analyze key service metrics, including Customer Satisfaction (CSAT), Dissatisfaction (DSAT), contact volume, repeat contacts, and resolution efficiency, to identify trends and improvement opportunities.
• Use data to identify root causes, prioritize improvement initiatives, and support operational decision-making.
• Track and evaluate the effectiveness of improvement initiatives through measurable outcomes.

4. Team and Talent Management

• Foster a learning environment by sharing knowledge and experiences and overseeing the development of a talent pipeline to support future business growth.
• Provide mentorship and guidance to experienced team members and key personnel.
• Independently develop team plans and schedules and propose key performance indicator (KPI) assessment criteria for team approval.
• Oversee overall team performance and independently address day-to-day management challenges.
• Provide comprehensive training and guidance to enhance team members’ skills and knowledge and prepare them for future career advancement.
• Design and implement effective training programs and provide constructive feedback to support performance improvement.
• Under managerial guidance, develop team structures, conduct targeted recruitment, and manage talent retention and development.

Qualifications and Requirements

Education

• A bachelor's degree in business administration, Management, or a related field is preferred.

Experience

• At least 3-5 years of experience in customer service, including a minimum of 1-2 years in a supervisory or leadership role.
• Experience in the fintech sector is preferred.

Leadership Capability

• Ability to lead, inspire, and drive high performance within a team.

Analytical Acumen

• Strong analytical and critical-thinking skills, with a structured and purposeful approach to problem-solving.

Communication Skills

• Excellent communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders.

Flexibility and Adaptability

• Ability to adapt to changing situations and manage multiple tasks simultaneously in a challenging, fast-paced environment.

Language Requirements

• Proficiency in both Tagalog and English is required.
• Mandarin is an advantage; proficiency in other languages is also a plus.

What You Can Expect:

• Career Growth - Join a pioneering account and unlock your full potential while working with dynamic individuals.
• Competitive Salary - We value your hard work and offer a fair wage for your efforts.
• Positive Working Environment - Our goal is to create a workplace where you feel motivated and proud to contribute.
• Work-Life Balance - We prioritize the wellness of our employees and ensure a fulfilling and enjoyable work experience.

Company Perks:

• Convenient and travel-friendly office location
• Non-taxable allowances covering rice, medical, clothing, and laundry expenses
• Complimentary coffee and snacks available in the workplace
• Employee referral program with incentives
• Opportunities for career development and internal growth
• Supportive and collaborative work environment
• Team-building activities, company events, and birthday celebrations

Why Join Us?

We believe in fostering a true sense of teamwork. If you're looking for a structured, supportive environment to grow and make an impact, this opportunity is perfect for you.

Ready to take the next step? Click the “ Apply Now ” button to connect with us or email me at [email protected] to refer someone who might be a good fit.

We look forward to welcoming you to our team!