Customer Service Team Leader
Confidential
Posted: April 15, 2026
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Quick Summary
As a Customer Service Team Leader, you will be responsible for managing the customer support team, providing exceptional customer service to a global customer base. You will be working with a diverse team of professionals to deliver bespoke, AI-driven solutions to clients in Asia, the Middle East, and beyond. This role requires a strong leadership background, excellent communication skills, and the ability to work in a fast-paced environment.
Required Skills
Job Description
About Us
We are a rapidly growing marketing technology and fintech company. We deliver bespoke, AI-driven solutions that provide measurable results for each client. We specialise in building custom marketing platforms that filter out the noise to deliver precise, high-impact results to drive business growth.
Job Summary
As a CS Officer, you will be at the heart of delivering exceptional experiences to our global customers. Your role will involve supporting a diverse audience, spanning Asia, the Middle East, and beyond.
This is more than just a customer support role—it’s an exciting opportunity to build relationships, solve problems, and help define the Customer Success strategy for a fast-growing fintech platform. Fluency in English is essential, along with proficiency in one or more Asian languages (e.g., Mandarin, Cantonese, Hindi, Tagalog, or Bahasa Indonesia), to support our multilingual customer base effectively.
Job Responsibilities
1. Oversee daily operations of the Taiwan CS team, including shift management and performance monitoring 2. Lead recruitment and initial interviews for local CS associates 3. Coordinate Taiwan CS office setup and local operational arrangements 4. Work with management to establish and optimize CS SOPs, workflows, and KPI framework 5. Ensure service quality and consistency, including handling escalations and monitoring team deliverables 6. Provide training and coaching to CS staff to improve service quality and client engagement 7. Liaise with internal teams to ensure smooth issue resolution and operational alignment
Requirements
1. Decent interpersonal and communication skills; able to handle client interactions, internal coordination, and team management effectively 2. Experience in establishing or following SOPs, workflows, and performance monitoring (KPI-driven environment) 3. Ability to lead, train, and motivate CS staff, with strong soft skills in team handling and performance improvement 4. Strong customer service mindset with the ability to balance service quality and basic upselling / client engagement 5. Able to work in a fast-paced, evolving environment, with willingness to take ownership in building and scaling a new CS team
Qualifications
• Customer-oriented, patient, and detail-minded
• Proactive, adaptable, and willing to learn in a fast-paced environment
• Fluent in Mandarin Chinese and English (both written and spoken)
• Minimum 3–5 years in customer service, preferably with online/live chat experience, at least 1 year experience in brokerage or CFD industry.
• Bachelor’s degree or above, preferably in Business, Finance, or related disciplines
• Comfortable with shift-based work, including weekends or public holidays if required
• Willing to participate in team setup and process building from an early stage