{"id":2934276,"url":"https://alion.io/job/hytech-customer-support-team-lead-kai-moi","title":"Customer Support Team Lead (Kai Moi)","company":{"id":3803615,"name":"Hytech","domain":"hytechc.com","url":"https://alion.io/company/hytechc","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Moka","truth_index":{"grade":"A","score":89,"open_postings":144,"ghost_share":0.104,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":104,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11000,"max_usd":31000,"period":"year","method":"role_seniority_country_cell","sample_n":13},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-20T15:39:57Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-26T02:01:08Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":4},"description":"Join Our Team as a Customer Service Team Lead!\nAre 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.\nAbout Us:\nHytech 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.\nAs 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.\nOur Philippines Team:\nWe 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.\nWhat We Do:\nWe 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.\nAbout The Role:\nWe 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.\nThe 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.\nKey Responsibilities:\n1. Customer Service and Problem Solving\nAssist in establishing and measuring team and individual customer satisfaction metrics, setting benchmarks for excellence in customer service.\nServe 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.\n2. Process Improvement and Problem Solving\nIdentify workflow inefficiencies, recurring customer issues, and service gaps through operational observations and root cause analysis.\nDevelop and implement practical process improvements to reduce repeat contacts, improve resolution efficiency, and enhance customer satisfaction.\nDrive improvements to standard operating procedures (SOPs) and ensure new processes are effectively implemented, monitored, and continuously optimized.\n3. Data Analysis and Performance Improvement\nAnalyze key service metrics, including Customer Satisfaction (CSAT), Dissatisfaction (DSAT), contact volume, repeat contacts, and resolution efficiency, to identify trends and improvement opportunities.\nUse data to identify root causes, prioritize improvement initiatives, and support operational decision-making.\nTrack and evaluate the effectiveness of improvement initiatives through measurable outcomes.\n4. Team and Talent Management\nFoster a learning environment by sharing knowledge and experiences and overseeing the development of a talent pipeline to support future business growth.\nProvide mentorship and guidance to experienced team members and key personnel.\nIndependently develop team plans and schedules and propose key performance indicator (KPI) assessment criteria for team approval.\nOversee overall team performance and independently address day-to-day management challenges.\nProvide comprehensive training and guidance to enhance team members’ skills and knowledge and prepare them for future career advancement.\nDesign and implement effective training programs and provide constructive feedback to support performance improvement.\nUnder managerial guidance, develop team structures, conduct targeted recruitment, and manage talent retention and development.\nQualifications and Requirements\nEducation\nA bachelor's degree in business administration, Management, or a related field is preferred.\nExperience\nAt least 3-5 years of experience in customer service, including a minimum of 1-2 years in a supervisory or leadership role.\nExperience in the fintech sector is preferred.\nLeadership Capability\nAbility to lead, inspire, and drive high performance within a team.\nAnalytical Acumen\nStrong analytical and critical-thinking skills, with a structured and purposeful approach to problem-solving.\nCommunication Skills\nExcellent communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders.\nFlexibility and Adaptability\nAbility to adapt to changing situations and manage multiple tasks simultaneously in a challenging, fast-paced environment.\nLanguage Requirements\nProficiency in both Tagalog and English is required.\nMandarin is an advantage; proficiency in other languages is also a plus.\nWhat You Can Expect:\nCareer Growth - Join a pioneering account and unlock your full potential while working with dynamic individuals.\nCompetitive Salary - We value your hard work and offer a fair wage for your efforts.\nPositive Working Environment - Our goal is to create a workplace where you feel motivated and proud to contribute.\nWork-Life Balance - We prioritize the wellness of our employees and ensure a fulfilling and enjoyable work experience.\nCompany Perks:\nConvenient and travel-friendly office location\nNon-taxable allowances covering rice, medical, clothing, and laundry expenses\nComplimentary coffee and snacks available in the workplace\nEmployee referral program with incentives\nOpportunities for career development and internal growth\nSupportive and collaborative work environment\nTeam-building activities, company events, and birthday celebrations\nWhy Join Us?\nWe 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.\nReady to take the next step? Click the “ Apply Now ” button to connect with us or email me at  to refer someone who might be a good fit.\nWe look forward to welcoming you to our team!","description_format":"text","description_chars":6781,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":1,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"Tagalog","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Company events"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Management Consulting"],"lifecycle":[{"event":"open","at":"2026-10-20T15:39:57Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":104,"reasons":["conf:2","velocity","win:early","comp:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/hytech-customer-support-team-lead-kai-moi","json_url":"https://alion.io/job/hytech-customer-support-team-lead-kai-moi.json","meta":{"generated_at":"2026-10-26T05:17:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7124,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3803615},"rest":"https://alion.io/mcp/rest/get_company?id=3803615"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhytech-customer-support-team-lead-kai-moi"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhytech-customer-support-team-lead-kai-moi"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhytech-customer-support-team-lead-kai-moi"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hytech-customer-support-team-lead-kai-moi\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhytech-customer-support-team-lead-kai-moi"}]}