Senior Customer Service Lead

About Us

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specializing in digital transformation for fintech and financial services companies. We provide comprehensive consulting solutions, as well as

middle and back-office support, to empower our clients with streamlined operations and cutting-edge strategies.

With a global team of over 2,000 professionals, Hytech has established a strong presence worldwide, with offices

in Australia, Singapore, Malaysia, Taiwan, Philippines, Thailand, Morocco, Cyprus, and more.

Job Responsibilities:

• Manage daily operations of the customer service team to ensure timely resolution of inquiries.
• Develop and implement service protocols to enhance customer satisfaction and efficiency.
• Monitor service metrics (e.g., response time, resolution rate) and optimize workflows.
• Handle escalated customer issues and provide strategic solutions.
• Analyze feedback to identify improvement areas and coordinate training programs.

Job Requirements:

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum 8 years of experience in customer service, with 5+ years in a leadership role.
• Proven ability to manage cross-functional teams and drive performance.
• Excellent communication skills in English and Mandarin (both written and verbal).
• Proficiency in CRM systems (e.g., Salesforce, Zendesk) and data analysis tools.