Customer Service Leader - Fintech CX Innovator

JuanHand; Pasig; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

JuanHand in the Philippines is seeking a CS Manager to lead the Customer Service function across all channels, delivering timely, accurate, professional, and customer-focused support while balancing regulatory compliance and business needs in a fast-paced, high-volume environment.

You will coach team leaders, align service quality with customer feedback and metrics, drive process improvements with cross-functional partners, and ensure documentation, controls, and escalation protocols meet

Qualifications

• Bachelor’s degree or extensive relevant experience considered in lieu of a degree.
• Minimum 5 years in customer service within fintech or financial services, incl. 2+ years in management.
• Strong understanding of online lending, consumer credit, and data privacy rules.
• Proven track record of meeting service KPIs and improving CSAT/NPS.
• Proficient with CRM or ticketing tools and MS Office; quick to adopt AI tools.
• Excellent written and spoken English and Filipino; strong leadership abilities.

Responsibilities

• Lead Customer Service operations across channels (voice, email, chat, social, in-app).
• Ensure inquiries, complaints, and escalations are handled accurately within standards.
• Oversee complex issues with Risk, Legal, Compliance, and other teams.
• Monitor backlogs, staffing, and risks; implement corrective actions.
• Develop and enforce service policies, workflows, and escalation protocols.
• Coach CSR TLs and Specialists; conduct reviews and performance discussions.
• Translate customer insights into actionable recommendations for management.
• Ensure compliance with data privacy, regulatory requirements, and controls.

Skills

Leadership

Communication

Interpersonal skills

Customer service mindset

English proficiency

Filipino proficiency

Problem solving

Education

Bachelor’s degree in Business Administration, Communications or related field

Tools

CRM

Ticketing systems

MS Office

AI tools

Job description

JuanHand in the Philippines is seeking a CS Manager to lead the Customer Service function across all channels, delivering timely, accurate, professional, and customer-focused support while balancing regulatory compliance and business needs in a fast-paced, high-volume environment.

You will coach team leaders, align service quality with customer feedback and metrics, drive process improvements with cross-functional partners, and ensure documentation, controls, and escalation protocols meet