Customer Service Team Lead

About the company:

Skyrois a fast-growing fintech company based in the National Capital Region, Philippines. Our mission is to transform the financial services landscape in the Philippines by offering fair and accessible digital financial products. We aim to provide user-friendly lending solutions and superior customer service to all sections of society, promoting financial inclusion and literacy. Founded in 2022 by a team of visionaries, we have theexpertiseand resources to build best-in-class consumer-centric fintech products.

Backed by Breeze Ventures, a global fintech company based in Singapore, our Philippine operations are powered by Advanced Finance Solutions, Inc. and Jungle Lending, Inc., both registered with the Philippine SEC. As we continue to expand, our team members will have the opportunity to contribute theirexpertiseand talents to a promising international company. Join us on our journey to build a sustainable business and make a difference in the lives of millions of customers.

Role Overview

The Customer Care Team Lead owns the day-to-day operations of merchant support for business clients. This role ensures fast,accurate, and consistent resolution of merchant issues whilemaintainingservice levels, quality, and strong coordination with internal teams.

You will act as the main escalation owner for high-impact merchant concerns, lead a team of support agents, and continuously improve how support works. The role works closely with Quality, Product, IT, Operations, and Sales to ensure end-to-end issue resolution and a reliable merchant experience.

This role plays a keypartin building a scalable, data-driven support function that complements self-service tools, automation, and the merchant portal.

Key Responsibilities

Daily Operations & Escalations

• Run daily merchant support operations, including queue health, response times, backlog, and escalations
• Act as the primary escalation owner for merchant-critical issues (system downtime, delayed settlements, device issues, account concerns)
• Keep operations stable and decision-making clear during incidents, rollouts, and peak periods

Cross-Functional Coordination

• Work closely with Product, IT, Operations, Sales, and partners to resolve merchant issues quickly
• Turn merchant concerns into clear, actionable inputs for internal teams
• Manage escalation paths and ensure ownership and follow-through

Process Improvement

• Maintain and improve support workflows, standard operating procedures, and escalation paths
• Lead weekly root cause discussions and issue clean-up sessions
• Support controlled pilots, rollouts, and process changes

Team Leadership & Coaching

• Coach support agents on case handling, prioritization, and clear merchant communication
• Motivate the team and support their professional growth
• Partner with Quality to improve consistency and service quality

Reporting & Metrics

• Track and review key support metrics using ticketing tools and basic analytics
• Provide clear updates to leadership on performance, risks, and incidents

Success Metrics

• Response and resolution time targets
• Backlog size, age, and escalation rate
• Repeat issues and case reopen rate
• Operational stability during incidents and rollouts
• Merchant satisfaction
• Internal stakeholder satisfaction (Sales, Operations, Product)
• Agent productivity, engagement, and retention

Qualifications

Required Background

• 36 years of experience in customer support operations or team leadership (B2B preferred)
• Hands-on experience managing queues, response targets, and escalations
• Exposure to payments, merchant services, fintech, or transaction-based support environments
• Comfortable using ticketing tools, basic reporting, and process documentation

Key Skills & Traits

• Strong judgment under pressure
• Clear, structured communication (Taglishfor merchants, English for internal teams)
• Action-oriented and comfortable making decisions with limited information
• Calm, firm, and practical leadership style
• Able to think in systems while staying hands-on