Job Level
Senior
About the role
- Set the standard for exceptional client experiences through hands-on leadership and operational excellence
- Lead, mentor, and inspire the Client Service team; provide feedback, coaching, and training
- Oversee staffing: conduct interviews, hire, and onboard new team members
- Manage performance: set objectives, monitor progress, conduct reviews
- Streamline workflows, ensure healthy queue management, track KPIs and service metrics
- Take ownership of customer issues and ensure timely resolution with cross-functional teams
- Maintain quality control, leverage client feedback, and ensure compliance with internal policies and regulatory requirements
- Deliver regular qualitative and quantitative reports to senior stakeholders
- Lead strategic initiatives such as help center development, internal documentation, and training workshops to enhance client satisfaction
Requirements
- Demonstrated success in a client service leadership role in fast-paced industries (e.g., fin-tech)
- Skilled in performance management, coaching, hiring, and onboarding
- Experience with queue management, SLA management, escalation handling, and workforce planning
- Excellent verbal and written communication skills; able to articulate clearly and simplify
- Data-driven analytical problem-solver with ability to spot trends and implement improvements
- Proven ability to work effectively with other teams (cross-functional collaboration)
- Competence in creating and presenting actionable performance reports
- Integrity & loyalty; team player with advanced communication and collaboration skills
- Hands-on, can-do attitude; solution-oriented and creative thinker
- Ability to work and succeed in a fast-paced, ever-changing environment