Financial Support Team Leader - Remote

Overview

The Financial Support Team Leader will lead a team of agents responsible for providing exceptional service to customers experiencing financial difficulties. This role involves coaching, performance management, and continuous improvement of team processes.

In Short

• Lead and develop a team of approximately 10 customer support agents.
• Monitor and analyze performance metrics to drive team success.
• Implement process improvements based on customer feedback.
• Ensure compliance with regulatory standards.
• Foster a culture of accountability and continuous learning.
• Collaborate with cross-functional teams to enhance customer experience.
• Provide coaching and feedback to team members.
• Champion customer-first mindset and solutions-oriented approach.
• Engage with stakeholders to communicate performance and risks.
• Promote risk awareness and adherence to policies.

Requirements

• Proven experience in managing customer-facing teams.
• Strong analytical skills for data interpretation.
• Experience with CRM and case management systems.
• Excellent communication skills.
• Experience in compliance and risk management is desirable.
• Ability to motivate and develop a diverse team.
• Proactive and solutions-oriented mindset.
• Experience in a regulated, fast-paced environment.
• Comfortable with technology-driven changes.
• Commitment to customer-first service.

Benefits

• Opportunity to scale up a leading fintech company.
• Best-in-class compensation, including equity.
• Flexible working from home options.
• Fully stocked kitchen in the office.
• Private health insurance coverage.
• Commitment to inclusivity and diversity in the workplace.