Customer Support Lead, Merchant Services
Job Description
About the Role
We are looking for a passionate and experienced Customer Support Lead, Merchant Services, to guide our customer support team. In this role, you will be at the forefront of ensuring an exceptional customer experience. You will lead, mentor, and motivate a team of customer service professionals, driving them to exceed expectations and resolve inquiries efficiently and empathetically.The ideal candidate will have a proven track record in a customer-facing leadership role and a passion for creating loyal customers.
Key Responsibilities
Team Leadership & Mentorship – Lead, coach, and motivate the customer happiness team to achieve and exceed key performance indicators (KPIs). Provide ongoing training, performance reviews, and support to foster a positive and productive team environment.Manage team schedules and workloads to ensure optimal coverage and service levels.
Operational Excellence – Develop and monitor customer service strategies to continuously improve key performance indicators. Handle escalated customer inquiries and complex issues with professionalism and a solutions-oriented mindset. Analyze customer feedback and data to identify trends, recommend improvements, and enhance the overall customer experience.
Collaboration & Communication – Work closely with other departments, including marketing, operations, and product teams, to ensure a seamless customer journey. Prepare and present reports on team performance and customer satisfaction metrics to senior management.Act as a central point of contact for the team, effectively disseminating information and updates.
What You'll Need
Experience: 3–5 years of experience in a customer service or customer success role, with at least 1–2 years in a supervisory or team lead position.Leadership: Proven ability to lead and motivate a team to achieve goals in a fast-paced environment.
Communication: Excellent written and verbal communication skills, with the ability to handle difficult conversations with empathy and professionalism.
Problem-Solving: Strong analytical and problem-solving skills, with a knack for resolving complex customer issues.
Tech-Savvy: Proficiency in CRM software and other customer service tools; experience with Salesforce is a strong plus.
Education: A bachelor's degree in Business, Communications, or a related field is preferred.
Search Firm Representatives – We do not accept unsolicited assistance from search firms for employment opportunities. Any CVs/resumes submitted by search firms to our employees without a valid written search agreement in place will be deemed our sole property.No fee will be paid if a candidate is hired as a result of an agency referral without a pre-existing agreement.
We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.
Search Firm Representatives - AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company.No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.