FinTech Customer Experience Leader

MoNeed; Philippines; On-site; PHP 502,200 - 725,400; Full time

Job summary

MoNeed is looking for a Customer Service Lead in the Philippines to oversee the daily operations of the customer support function. The role involves leading and developing a team of customer service representatives and managing escalated concerns while improving customer experience through data-driven insights.

The ideal candidate will have a minimum of 5–7 years of management experience in customer service, preferably in the fintech sector, and possess strong leadership skills.

Qualifications

• Minimum of 5–7 years of experience in customer service management, ideally in fintech or e-wallet.
• Strong knowledge of customer service principles and technologies.
• Experience managing teams in a fast-paced digital environment.

Responsibilities

• Lead and manage a team of customer service representatives.
• Define and implement strategies to enhance customer service operations.
• Monitor key customer service metrics and drive improvements.

Skills

Leadership

Customer service principles

Problem-solving

Data analysis

Conflict resolution

Education

5–7 years of experience in customer service management

Tools

Customer service software (e.g., Zendesk)

CRM tools (e.g., Salesforce)

Job description

MoNeed is looking for a Customer Service Lead in the Philippines to oversee the daily operations of the customer support function. The role involves leading and developing a team of customer service representatives and managing escalated concerns while improving customer experience through data-driven insights.

The ideal candidate will have a minimum of 5–7 years of management experience in customer service, preferably in the fintech sector, and possess strong leadership skills.