Customer Service Lead

About the role

The Customer Service Lead will oversee all day‑to‑day operations of the customer service team, ensuring enquiries, complaints and policy requests are handled promptly and professionally. This role is responsible for driving service quality, managing escalations, and continuously improving processes to enhance customer satisfaction.

Key responsibilities

• Supervise daily activities of the Customer Service team, set KPIs and monitor performance.
• Manage customer onboarding, verification and documentation to ensure accurate records.
• Own complex complaints and escalations, coordinating cross‑functional resolution.
• Oversee claims‑related enquiries, provide guidance and ensure regulatory compliance.
• Analyse service data, prepare reports and recommend process improvements.
• Maintain and optimise use of customer service platforms such as WebCS, 3CX and Freshdesk.

Required profile

• Minimum 4 years of experience leading a customer service or call‑center team.
• Strong communication, problem‑solving and stakeholder management skills.
• Proven ability to coach staff, manage performance and drive continuous improvement.

Required skills

• WebCS
• 3CX
• Freshdesk