Team Lead, Client Services
EXANTE
Job Level
Senior
About the role
- Lead, mentor, and inspire the Client Service team, creating a positive, high-performance culture Provide regular feedback, coaching, and training to develop team capabilities and morale Oversee staffing needs, conduct interviews, hire, and onboard new team members Manage performance: set clear objectives, monitor progress, and conduct reviews Streamline workflows to boost efficiency and productivity Ensure conversations are correctly managed and the queue is healthy Track KPIs and service metrics, identifying and acting on areas for improvement Take ownership of customer issues, ensuring timely resolution in collaboration with cross-functional teams Maintain high service standards through rigorous quality control measures Leverage client feedback to drive continuous improvement Ensure compliance with internal policies, procedures, and regulatory requirements Deliver regular qualitative and quantitative reports to senior stakeholders Lead projects that enhance client satisfaction, retention, and service innovation Drive initiatives such as help center development, internal documentation, and training workshops Partner with other departments to deliver cross-functional solutions that elevate the client experience
Requirements
- Proven Leadership: Demonstrated success in a client service leadership role in fast-paced industries (e.g., fin-tech) Team Management Expertise: Skilled in performance management, coaching, hiring, and onboarding Operational Experience: Queue management, SLA management, escalation handling, and workforce planning Strong Communication: Excellent verbal and written skills; able to articulate clearly and simplify Analytical Problem-Solver: Data-driven, with the ability to spot trends and implement improvements Cross-Functional Collaboration: Proven ability to work effectively with other teams Reporting Skills: Competence in creating and presenting actionable performance reports Personality / Mindset Integrity & loyalty Team player with advanced communication and collaboration skills A hands-on, can-do attitude - always looking for solutions and thinking out of the box Overachiever mentality Capability to work and succeed in the fast pace and ever-changing environment
