Bilingual Customer Service Team Lead

il y a 20 heures

Casablanca, Casablanca-Settat, Maroc Hytech Temps plein

About Hytech

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specializing in digital transformation for fintech and financial services organizations. We deliver End to end consulting services and provide robust middle

and back-office solutions that help our clients optimize operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape.

With over 2,000 professionals globally, Hytech has a strong international presence across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.

About the Role

As a Customer Service Team Lead, you will handle leading and supporting a team of customer service professionals to deliver high quality service, meet performance targets, and ensure customer satisfaction.

Key Responsibilities

  • Lead, motivate, and manage a customer service team to meet performance and service quality targets.
  • Conduct team meetings, provide feedback, and support ongoing training and development.
  • Ensure high customer service standards and handle escalated customer issues effectively.
  • Promote clear communication within the team and collaborate with internal stakeholders to improve processes.
  • Monitor team performance, support onboarding, quality control, and drive continuous service improvement.

Qualifications & Requirements

  • Bachelor's degree in business or a related field.
  • Minimum 2 years of leadership or supervisory experience in customer service.
  • Strong experience in customer issue resolution, complaint handling, and team training.
  • Ability to thrive in a fast-paced environment with strong adaptability and problem-Solving skills.
  • Excellent English & Spanish communication skills: CRM proficiency (Zendesk preferred) and fintech knowledge are a plus.

What We Offer

  • A collaborative and supportive work environment.
  • Opportunities for professional growth and development.
  • The chance to contribute to the success and evolution of our customer service operations.

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