Night-Shift Customer Service Lead – Fintech

Troka Group Inc.; Makati; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Troka Group Inc. in Makati is seeking a Customer Service Team Lead to oversee overnight operations, coach a team of specialists, and ensure timely, accurate responses across phone, email, chat, and in-app messaging.

You will set targets, handle escalations, monitor quality, and collaborate with compliance and product teams to improve processes while upholding BSP consumer protections and fraud controls.

Qualifications

• Four+ years in customer service with team-lead or supervisory experience.
• Experience running a shift-based team, rostering and handovers.
• Knowledge of BSP financial consumer protection framework and RA 11765.
• Excellent spoken and written English and Filipino.
• Comfort with CRM and ticketing systems and live channels.

Responsibilities

• Oversee overnight service delivery across channels.
• Define and enforce response and resolution targets per channel.
• Act as on-shift decision-maker overnight; escalate as needed.
• Maintain escalation matrix across IT, Operations, Compliance and payout partners.
• Ensure smooth handover to day team with complete documentation.
• Lead consumer protection and complaint handling per BSP/RA 11765.
• Manage transaction support including payouts and KYC issues.
• Lead fraud response and protect customers from scams.
• Recruit, coach and develop team; build knowledge base.

Skills

Customer service leadership

Shift management

Crisis management

Communication (English/Filipino)

Attention to detail

Tools

CRM systems

Ticketing platforms

Live chat software

Telephony platforms

Job description

Troka Group Inc. in Makati is seeking a Customer Service Team Lead to oversee overnight operations, coach a team of specialists, and ensure timely, accurate responses across phone, email, chat, and in-app messaging.

You will set targets, handle escalations, monitor quality, and collaborate with compliance and product teams to improve processes while upholding BSP consumer protections and fraud controls.