Customer Service Team Lead

About the role

Hytech is seeking an experienced Customer Service Team Lead to manage and inspire a group of service representatives. You will ensure high‑quality support for our fintech and financial services clients while driving team performance.

Key responsibilities

• Lead, motivate and develop a team of customer service representatives to meet performance targets.
• Conduct regular team meetings, provide feedback and support professional growth.
• Set and uphold high standards for customer satisfaction and service quality.
• Handle escalated customer issues, ensuring swift and effective resolution.
• Promote open communication within the team and across other departments.
• Act as a liaison between the customer service team and other functions to streamline processes.

Required profile

• Bachelor’s degree in business or a related field.
• Minimum 2 years of leadership or supervisory experience in a customer service environment.
• Proven ability to resolve customer inquiries and manage complaints.
• Experience training new hires and overseeing quality control.
• Comfortable working in a fast‑paced, changing environment.

Required skills

• Proficiency with Zendesk.
• Experience using customer‑service CRM systems.