Head of Customer Service

TeamAce Limited is hiring a Head of Customer Service to lead the customer experience function and ensure exceptional service delivery across all touchpoints.

Responsibilities

• Develop and implement customer service strategies, policies, and processes to improve customer satisfaction and service quality
• Lead, mentor, and manage the customer service team while driving performance against established KPIs and service standards
• Oversee customer complaints, escalations, and resolution processes to ensure timely and effective outcomes
• Analyze customer feedback, service metrics, and operational data to identify trends and implement continuous improvement initiatives
• Collaborate with Operations, Product, Compliance, and Technology teams to enhance customer experience and support business objectives

Requirements

• Bachelor's Degree in Business Administration, Marketing, Mass Communication, or related field
• Minimum of 5 years experience in customer service or customer experience management, with at least 2 years in a leadership role
• Financial Services or Fintech experience (mandatory)
• Strong knowledge of CRM systems, customer service frameworks, complaint resolution, and customer retention strategies
• Excellent leadership, communication, stakeholder management, and problem-solving skills

How to Apply

No application instructions were provided in the posting.