Job Description

About Our Client

Our client is a globally recognized financial services organization committed to empowering investors and traders through innovative financial products and exceptional customer experiences.

With a strong international presence and extensive experience in online trading and investing, the company serves millions of clients across multiple regions worldwide. The organization fosters a collaborative, diverse, and fast-paced environment where employees are encouraged to develop their skills, take ownership of their work, and contribute to meaningful business outcomes.

The Team Lead, Customer Service is responsible for overseeing a team of customer service representatives to ensure exceptional service delivery, efficient operations, and continuous improvement. This role acts as a bridge between frontline staff and management, driving performance, engagement, and customer satisfaction. You will work in a team comprising culturally diverse professionals with different skill sets who support each other in delivering impactful results.

Key Responsibilities

Team Leadership & Management

• Supervise, coach, and mentor a team of customer service representatives.
• Conduct regular performance reviews and provide constructive feedback.
• Schedule and manage shifts to ensure adequate coverage and workload balance.

Customer Experience

• Monitor customer interactions to ensure quality and compliance with service standards.
• Handle escalated customer issues and resolve complex inquiries.
• Analyze customer feedback and trends to improve service delivery.

Operational Excellence

• Track and report on key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction.
• Collaborate with other departments to streamline processes and resolve systemic issues.
• Implement and maintain standard operating procedures (SOPs).

Training & Development

• Onboard new team members and provide ongoing training.
• Identify skill gaps and organize learning sessions or workshops.
• Promote a culture of continuous improvement and learning.

Technology & Tools

• Utilize CRM and customer support platforms effectively.
• Recommend and support the implementation of new tools or system enhancements.

Quality Assurance

• Implement QA frameworks for customer interactions across channels (voice, chat, email, and social media).
• Conduct regular audits and provide actionable feedback to agents and team members.
• Develop and deliver training programs based on QA findings and customer feedback.

Customer Service Excellence & Continuous Improvement

• Analyze customer feedback, CSAT, and NPS scores to identify trends and improvement opportunities.
• Lead initiatives to improve first-contact resolution, reduce handling time, and enhance the overall customer experience.
• Benchmark against industry standards and implement best practices.

Qualifications

Education & Experience

• Bachelor's degree in Business, Communications, or a related field (preferred).
• 3-5 years of experience in customer service, with at least 1-2 years in a supervisory or team lead role.
• Native-level Farsi and strong English communication skills (written and verbal).

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Problem-solving mindset with a customer-first approach.
• Proficiency in customer service software and reporting tools.
• Ability to work under pressure and manage multiple priorities.

Value-Adding Responsibilities

• Champion a culture of learning and excellence within the service team.
• Support initiatives that drive customer value through upselling and cross-selling opportunities where appropriate.
• Identify automation opportunities to reduce manual workload and improve response times.
• Develop dashboards and reporting tools for real-time performance tracking.
• Support crisis communication and service continuity planning.
• Participate in cross-functional projects focused on improving customer experience.
• Contribute to process improvement initiatives and strategic planning discussions.

What You'll Find

• Regular team-building activities and recognition programs.
• An inclusive and supportive work environment.
• Opportunities for career growth, leadership development, and professional advancement.
• Exposure to cross-functional collaboration and business improvement initiatives.

Personal Attributes

• Customer-centric mindset with a passion for service excellence.
• Detail-oriented and highly organized.
• Proactive problem solver and continuous learner.
• Collaborative and adaptable in a fast-paced environment.

Additional Information

Our client is an equal opportunity employer and welcomes applications from all qualified candidates. Employment decisions are made without regard to gender, sexual orientation, marital status, race, color, nationality, ethnic or national origin, religion or belief, disability, age, or any other characteristic protected by applicable law.