Client Services Team Lead — Scale Ops, Coach & CSAT

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

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.