Team Leader – CX Backend
Job Purpose
Our client is hiring a Team Leader – Backend to manage and optimize digital and remote service channels including live chat, call center, and client portal support. The role oversees backend teams, ensures 24/7 operations, monitors KPIs, and handles escalations to maintain consistent service quality and enhance client satisfaction.
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Design and enhance the client journey across all digital and remote service touchpoints
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Supervise backend teams and ensure 24/7 operational coverage with proper shift management
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Monitor KPIs such as CSAT, NPS, AHT, and resolution rates, addressing any performance gaps
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Handle client escalations and ensure timely, professional issue resolution
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Oversee live chat, call center, and portal support to maintain service consistency and quality
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Coordinate with internal teams for seamless client handovers and service delivery
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Mentor and coach team members to uphold service standards and client satisfaction
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Ensure SOP adherence and implement improvements to workflows and service efficiency
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Review service interactions and feedback to optimize chat scripts, FAQs, and digital responses
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Collaborate with technical teams to resolve portal-related issues and enhance client experience
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Bachelor’s degree in Business Administration, Operations, Customer Experience, or related field
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3–5 years in backend client service roles, with 1–2 years in supervisory positions
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Experience managing remote, shift-based teams in high-volume environments
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Skilled in CRM systems (Zoho, Zendesk), call center and live chat tools
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Proficient with digital portals, troubleshooting, and 24/7 shift management
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Strong analytical, communication, and problem-solving skills
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Ability to coach teams, manage KPIs, and improve service quality
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Familiar with reporting tools (Excel, Power BI) and workflow automation
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Client-focused, detail-oriented, and calm under pressure
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Fluent in English; additional language is a plus