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Team Lead, Customer Service

Manila, Philippines

About the Role

 

We are seeking a highly motivated and customer-centric individual to lead our Customer Service team. As a Team Lead, Customer Service, you will play a crucial role in ensuring our customers receive exceptional support and have a positive experience with MoneyMax.

 

Responsibilities

  • Lead and manage a team of Customer Service Representatives, providing guidance, training, and performance feedback.
  • Develop and implement customer service strategies and procedures to enhance customer satisfaction and efficiency.
  • Monitor customer service channels (phone, email, chat and social media) to ensure timely and effective resolution of customer inquiries and complaints.
  • Analyze customer feedback and identify areas for improvement in service delivery.
  • Collaborate with other departments (e.g., Operations, Marketing and Commercial) to address customer concerns and improve overall customer experience.
  • Stay up-to-date on MoneyMax products, services, and policies to provide accurate and comprehensive support to customers.
  • Motivate and inspire the team to achieve performance targets and deliver outstanding customer service.
  • Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
  • Prepare reports and analyze customer service data to identify trends and insights.

 

Qualifications

  • Bachelor's degree in Business Administration, Management, or a related field.
  • Proven experience at least 1 year of experience in a team lead capacity preferably in the financial services or tech industry.
  • Strong analytical skills with the ability to interpret data, identify trends, and develop actionable insights.
  • Familiarity with Customer Service technology, including AI-powered tools and solutions.
  • Strong understanding of customer service principles and best practices.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Proficient in using Zendesk
  • Ability to work independently and as part of a team.
  • Passion for delivering exceptional customer service.
  • Experience in the fintech industry is a plus.

 

#MoneyHeroGroup #MoneyMax #LI-BP1 #LI-Onsite

What can you expect from us?
 
Impact: We are actively empowering and connecting people to a better financial future. Join us if you want to help us achieve our mission.
Work: We have a team of over 350 talented individuals in 4 markets who are hyper passionate about building innovative financial solutions and making an impact on people’s lives.
Culture: We take our work seriously but don’t hesitate to keep things light. We can only create magic when we have a little bit of fun.
Thrive: We launched in 2014, and now help over 10 million monthly users make the best financial decisions. Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career.
Reputation: We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group
 
EEO Statement
MoneyHero Group is an equal opportunity employer. We value, support and respect all individuals and is committed to maintaining an inclusive and diverse working environment. Decisions in hiring are based on business needs, requirements of the job and individual qualifications and shall not be influenced by any consideration of race, ethnic or national origin, religion, sex (including gender identity and/or expression), age, sexual orientation, marital status, parental status, disability, genetic information, political affiliation or other applicable legally protected characteristics.

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When you apply for a job on this site, the personal data contained in your application will be collected by MoneyHero Group (“MoneyHero Group” or “we”), a company registered and incorporated in Hong Kong and which can be contacted by emailing jobs@moneyherogroup.com. MoneyHero Group (the “Group”), is a group of companies that provide price comparison services as well as financial services, insurance products, communications and other products and services across Asia.

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MoneyHero Group processes a range of information collected from you. Subject to applicable law, this may include:

  • your name, address and contact details, including email address and telephone number;
  • your gender and date of birth;
  • details of your qualifications, skills, experience and employment history;
  • information about your current level of remuneration, including benefit entitlements;
  • details of your marital status and dependents;
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Your personal data will be processed for the purposes of managing MoneyHero Group’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, responding to and defending against legal claims, maintaining and promoting equal opportunities within the workplace and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under applicable Data Protection Laws as necessary for the purposes of the legitimate interests pursued by the MoneyHero Group, which are the solicitation, evaluation, and selection of applicants for employment.

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Your information will be shared internally within the Group for the purposes of the recruitment exercise. This includes with members of the HR and recruitment team, interviewers involved in the recruitment process, managers in the business area with a vacancy, internal and external auditors and IT staff if access to the data is necessary for the performance of their roles.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by MoneyHero Group to help manage its recruitment and hiring process on MoneyHero Group’s behalf.

MoneyHero Group may share your personal data with third parties in order to, obtain pre-employment references from other employers, obtain employment background checks from third party providers and to obtain necessary criminal record checks.

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Your personal data will be retained by the Group for so long as the Group determines it is reasonably necessary to evaluate your application for employment. If your application for employment is successful, personal data gathered during the recruitment process will be transferred to your personnel file and retained during your employment in accordance with the contract of employment and our internal privacy policy.

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You are under no statutory or contractual obligation to provide data to the us during the recruitment process. However, if you do not provide the information, we may not be able to process your application properly or at all.