We are looking for a motivated and detail-oriented Customer Service Team Lead to oversee the daily operations of our customer service team. This role is ideal for someone who is passionate about delivering exceptional customer experiences, has strong leadership capabilities, and proven track record of managing or supporting tech platform migrations, especially in a customer-facing or call center context. Key Responsibilities Lead, coach, and develop a team of customer service agents to achieve service excellence KPIs and quality assurance metrics. Oversee daily call center operations, ensuring smooth handling of Member inquiries, complaints, redemptions, and account support. Monitor real-time queue performance and ensure proper staffing and resource allocation. Handle complex or escalated issues when necessary. Use case management software to manage workflows, ensure timely resolution of tickets, and optimize response processes. Support campaign rollouts, promotions, or system updates by aligning the customer service team accordingly. Monitor and analyze operational data to identify service gaps and implement continuous improvement strategies. Prepare and present regular performance reports to senior management, with insights and actionable recommendations. Collaborate cross-functionally with IT, marketing, and product teams to align customer service delivery with business objectives and campaigns. Ensure compliance with all data privacy, regulatory, and internal SOP standards. Qualifications and Experience Bachelor's degree in business administration, Operations, Communications, or a related field. 5+ years of experience in a customer service environment, with at least 2 years in a team lead, supervisor, or managerial role. Hands-on experience with case/ticket management platforms like Zendesk, Freshdesk, or similar tools. Previous experience of using cloud based CX solutions such as Genesys Cloud, Amazon Connect etc. Experience managing voice, email, live chat, web forms, and social messaging platforms (e.g., WhatsApp, Facebook Messenger). Knowledge of omnichannel service delivery best practices. Comfortable working with data dashboards, workforce planning tools, and SLA tracking software. Strong people management skills with a demonstrated ability to coach, motivate, and retain high-performing teams. Results-oriented, with a strong grasp of operational KPIs, process optimization, and performance management. Familiarity with omnichannel customer support in a digitally enabled environment Excellent problem-solving, communication, and interpersonal skills. Preferred Attributes Experience in loyalty program, retail, or financial services industries is a plus. Ability to adapt in a fast-paced, digitally evolving environment. Passion for customer-centric service and continuous improvement. Show more Show less