Customer Service Team Leader

Job description

We’re hiring a Customer Service Team Leader to manage and develop a compact team of Customer Service Specialists. You will translate the Customer Care vision into day-to-day execution, ensure high-quality service delivery, drive local process improvements, and represent the customer voice within PayU at a regional level. Responsibilities: Requirements: - Lead, coach and motivate a team of customer service professionals across the region. - Oversee daily operations: workload distribution, shift planning, case handling and SLA adherence. - Monitor KPIs and performance; produce regular operational reports and take corrective actions. - Handle escalations and complex customer issues; escalate cross-functional problems as needed. - Collect and analyze customer feedback; propose and implement local improvements to processes and tools. - Run team training, 1:1s, performance reviews and development plans. - Collaborate with regional stakeholders (Sales, Product, Ops) to ensure smooth issue resolution. - 2+ years’ experience leading or supervising a small customer service team (5–15 people). - Experience in customer-facing operations (payments or banking industry experience is a plus). - Go...