Role Summary We are looking for a hands-on and driven Customer Service Team Lead to lead our customer support operations while actively managing day-to-day execution. This role will be responsible for team performance, service quality, and operational efficiency, while driving improvements in automation, SLA adherence, and customer experience. What You'll Do • Lead and manage the Customer Service team (L1/L2 support), ensuring high performance and engagementOversee daily operations across channels (calls, WhatsApp, ticketing systems) • Monitor and enforce SLA targets (response time, resolution time, backlog management) • Handle and resolve high-priority escalations and complex cases • Coach, train, and develop team members through QA reviews and performance feedback • Drive CSAT improvement initiatives and enhance overall customer experience • Build and maintain knowledge base (KB), SOPs, and escalation frameworks • Collaborate with Ops, Tech, Product, and external partners to resolve issues and improve processes • Support implementation of automation (AI/chatbot/self-service) to reduce manual workloadEnsure accurate reporting, tracking, and performance analysis Requirements What We're Looking For • Good communication skills in English (Mandarin is a plus) • Proven experience in customer service, contact center, or operations leadership roles • Strong leadership with the ability to balance hands-on execution and team management • Excellent communication and stakeholder management skills • Strong problem-solving mindset with experience handling escalationsFamiliarity with CRM / ticketing systems and support tools • Experience in fintech, payments, or operations-heavy environments is a plusC • omfortable working in a fast-paced environment with shift arrangements