FinTech Customer Support Team Lead — Growth & Mentorship

Hytech Consulting Management; Eastern Manila District; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Convenient office location

Non-taxable allowances covering rice,

Medical allowances

Coffee and snacks

Employee referral program

Career development

Team-building activities

Job summary

Hytech Consulting Management is seeking a proactive Customer Service Team Lead to guide a dynamic team in delivering exceptional support. You will mentor agents, monitor performance, and drive improvements in service quality and operational efficiency.

Responsibilities include defining metrics, analyzing CSAT/DSAT data, and implementing SOPs while fostering a culture of continuous improvement. Fluency in English and Tagalog is required, Mandarin is a plus.

Qualifications

• Bachelor’s degree in Business Administration, Management, or related field.
• 3–5 years in customer service with 1–2 years in a supervisory role.
• Proficiency in Tagalog and English; Mandarin is an advantage.

Responsibilities

• Lead and support team operations to improve customer satisfaction.
• Mentor team members and develop KPI strategies.
• Analyze performance metrics and drive process improvements.
• Define and monitor customer satisfaction metrics.

Skills

Team leadership

Analytical thinking

Communication skills

Cross-functional collaboration

Education

Bachelor's degree in Business Administration

Job description

Hytech Consulting Management is seeking a proactive Customer Service Team Lead to guide a dynamic team in delivering exceptional support. You will mentor agents, monitor performance, and drive improvements in service quality and operational efficiency.

Responsibilities include defining metrics, analyzing CSAT/DSAT data, and implementing SOPs while fostering a culture of continuous improvement. Fluency in English and Tagalog is required, Mandarin is a plus.