Client Services Team Lead

StashAway; Kuala Lumpur; Hybrid; MYR 80,000 - 140,000; Full time

Benefits offered by this job

ESOPs

Medical coverage

Employee discount

Hybrid work

Work-from-anywhere 8 weeks

Unlimited annual leave

Equipment budget

Learning & Development budget

Team bonding budget

Annual off-sites

Job summary

StashAway in Kuala Lumpur is seeking a Client Service Team Lead to lead, coach, and scale our client engagement team. You will own daily operations, mentor frontline specialists, and streamline workflows using data, automation, and AI to keep clients confident and invested.

The role emphasizes maintaining strong CSAT and FCR, managing KPIs, and collaborating with Compliance, Product, Operations, and Tech to continuously improve service quality.

Qualifications

• 3–4 years of people leadership in client service or contact center teams.
• Fintech or financial services experience not required; leadership and operations focus matter.
• Proven ability to manage queues, KPIs, SLA adherence, and performance metrics.
• Strong mindset for automation and AI to reduce manual work.
• Excellent written and verbal communication across cross-functional teams.

Responsibilities

• Own team KPIs, coaching, and performance management to hit ≥90% KPI monthly.
• Manage queues, workload, staffing, and coverage to meet SLAs and AHT.
• Handle escalations and maintain high CSAT and FCR.
• Ensure high-quality documentation through regular coaching.
• Drive capability development through structured coaching and training.
• Identify process gaps and drive SOP improvements and automation.
• Coordinate with Compliance, Product, Operations, Investment, and Tech on escalations.

Skills

People leadership

Client service

Operations management

SLA management

Automation mindset

Cross-functional comms

Job description

At StashAway, we are here to empower people to build long-term wealth. As a Client Service Team Lead, you will lead, coach, and scale our high-performing client engagement team to deliver an exceptional experience. In this role, you will take ownership of daily operations, mentor a team of client-facing specialists, and streamline workflows using data, automation, and smart processes to keep our clients confident and invested.

Key Responsibilities

• Team Performance: Own team KPIs, coaching, development, and performance management to ensure the team consistently achieves ≥90% overall KPI month-on-month.
• Operations: Manage queues, workload allocation, staffing, coverage, productivity, and SLAs/AHT.
• Client Experience: Manage escalations, complaints, difficult cases, and service quality to maintain strong CSAT and FCR performance.
• Quality Excellence: Maintain high service quality and documentation accuracy through regular monitoring and coaching.
• People Development & Training: Drive capability through structured coaching, 1:1s, training, and knowledge development.
• Continuous Improvement: Identify process gaps, improve SOPs and workflows, and drive automation and AI opportunities to reduce manual work and improve scalability.
• Stakeholder Management: Coordinate with Compliance, Product, Operations, Investment, and Tech to effectively manage escalations and cross-functional issues.

Who are we looking for

• 3–4 Years of People Leadership: Proven track record of direct line-management and coaching within client service, customer support, or contact center operations.
• Industry Agnostic: Prior experience in Fintech or Financial Services is not required—we value strong leadership, operational rigor, and a client-first mindset.
• Performance & Operations Focus: Demonstrated ability to manage operational queues, drive key service metrics, and maintain strict SLA standards.
• Tech & Continuous Improvement Mindset: Comfortable identifying operational gaps and keen to leverage modern automation or AI tools to reduce manual overhead.
• Strong Communication: Effective verbal and written communicator capable of aligning across cross-functional stakeholders and managing tough client escalations.

LIFE AT STASHWAY

• Competitive compensation package, including ESOPs (Employee Stock Option Plan) for full-time employees.
• Comprehensive medical coverage including GP, specialist, hospitalization, surgical, and dental benefits.
• Employee discount on StashAway asset management fees.
• Flexible hybrid work setup.
• Work-from-anywhere policy for up to 8 weeks annually.
• Unlimited annual leave built on trust, flexibility, and accountability.
• Personal work equipment budget to support your ideal workspace.

Never Stop Growing

• Annual Learning & Development budget to support your professional and personal growth.

More Than Just Colleagues

• Quarterly team bonding budget across teams and functions.
• Annual company off-sites (Q4) focused on connection, collaboration and fun.