Client Services Team Lead

StashAway Malaysia Sdn Bhd; Kuala Lumpur; Hybrid; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Employee stock options

Comprehensive insurance coverage

Unlimited paid annual leave

Personal equipment budget

Learning & development budget

Team bonding budget

Flexible work arrangements

Job summary

StashAway Malaysia Sdn Bhd is seeking a Client Service Team Lead to guide a high-performing client engagement team, mentor specialists, and streamline daily operations.

You will own team KPIs, manage queues and SLAs, handle escalations, and drive continuous improvement through automation and AI to scale the client experience. The role emphasizes leadership, cross-functional collaboration, and a client-first mindset.

Qualifications

• 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.

Responsibilities

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

Skills

People leadership

Operations management

Customer service excellence

Data-driven decision making

Stakeholder management

Communication

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.

Employee financial and physical well-being

Compensation package: You will receive a competitive total compensation package that includes employee stock options if you are a full‑time employee.

Comprehensive insurance coverage: Free panel outpatient GP clinic visits, group hospitalisation and surgical insurance, and Covid hospitalisation insurance coverage (conditions apply).

Flexible work arrangements and policies

Unlimited paid annual leave: It should be simple for you to decide if you would like to take more or fewer days off. We trust that you are accountable for your work and know best if you need 10 or 30 days of paid annual leave that year.

Personal work equipment budget: It’s important that you have a workstation that’s optimal for you wherever you are.

Learning and development opportunities

You will be given an annual Learning and Development budget to help you continuously learn in your pursuit of your professional and personal development. You may use the budget for resources and tools that may help you perform better at work. This budget is subject to management approval.

Team bonding budget and initiatives

Quarterly team bonding budget: We encourage you to socialise with colleagues across job functions, departments, and entities to know them better as individuals beyond what they professionally do.

Annual off‑site (Nov): Each off‑site gathers all employees for a full day of company‑wide team bonding activities and challenges.

StashAway is a digital investment platform that was launched in 2017 to empower people to build and protect wealth in the long term. Offering simple, intelligent, and cost‑effective investment and cash management solutions, with dedicated offerings for retail and high‑net‑worth investors. StashAway has led the way in transforming the way people invest and grow wealth. Today, StashAway operates in five markets, Singapore, Malaysia, Hong Kong, the UAE, and Thailand, with billions of dollars in assets under management. We were ranked among CNBC’s World’s Top Fintech Companies in 2023 and 2024.

StashAway is a digital investment platform that was launched in 2017 to empower people to build and protect wealth in the long term. Offering simple, intelligent, and cost‑effective investment and cash management solutions, with dedicated offerings for retail and high‑net‑worth investors. StashAway has led the way in transforming the way people invest and grow wealth. Today, StashAway operates in five markets, Singapore, Malaysia, Hong Kong, the UAE, and Thailand, with billions of dollars in assets under management. We were ranked among CNBC’s World’s Top Fintech Companies in 2023 and 2024.

Perks and benefits Employee financial and physical well-being Flexible work arrangements and policies Learning and development opportunities Team bonding budget and initiatives