Fintech Team Lead
4 days ago
We are seeking a highly motivated and experienced Support Services Director to join our team. As a key member of our organization, you will be responsible for leading a team of customer support specialists who handle complex customer inquiries and deliver exceptional customer experiences.
Responsibilities:
- Lead and manage a team of customer support specialists, providing guidance, coaching, and support to ensure team success.
- Set performance expectations and goals, conduct regular performance evaluations, and provide feedback to drive individual and team performance improvement.
- Serve as an escalation point for team members, assisting in resolving complex customer inquiries and ensuring timely resolutions.
- Collaborate with other team leaders and departments to foster effective teamwork and communication.
- Monitor team performance metrics and KPIs, analyze data, and implement strategies to improve team performance and customer satisfaction.
Requirements:
- SPM or bachelor's degree in finance, business administration, or a related field.
- Proven experience working in fintech, with in-depth knowledge of financial products, services, regulations, and compliance requirements.
- Previous experience in a team leadership or supervisory role, preferably in customer support or escalation teams.
- Strong understanding of fraud detection and prevention strategies within fintech.
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