Customer Service Lead

Position Summary

The Team Lead reports to the VP and is responsible for overseeing the daily operations of the Contact Centre and walk‑in customer Service Centre to ensure a consistent and high‑quality customer and merchant experience. The role focuses on people management, operational performance, service quality, and continuous process improvement. The incumbent will work closely with internal stakeholders to implement service initiatives, maintain operational discipline, and support the organization's customer service strategy.

Key Responsibilities

• Lead and manage a team of close to 25 customer service agents including overseeing performance, coaching, and day‑to‑day supervision
• Ensure the team delivers timely and accurate service in line with service standards, KPIs, and established procedures
• Monitor workload distribution, staffing, and scheduling to support service‑level targets
• Handle escalations and complex c...