Customer Service Team Lead

Great to Meet You! We are AscendaAscenda powers the growth of leading financial services brands worldwide with premium rewards programs that differentiate their products, drive profitable customer behaviors, and create sustained engagement.We are behind the world-class rewards propositions of major banks and fintechs around the globe, including brands like American Express, Capital One, Brex, Robinhood, Ramp, HSBC, Virgin Money (Australia), SMBC (Japan), ICBC (China), Bradesco (Brazil), ANZ (Australia), HDFC (India) and many others.We are a thriving global Loyalty as a Service company and are experiencing rapid expansion. Join our dynamic finance team as one of its earliest leaders, contributing to the development of our financial planning strategies as we strive for hypergrowth. Our team spans 20 cities worldwide, with dual headquarters in Singapore and New York, totaling 250 team members.The Role: Customer Service Team LeadWe are looking for a Customer Service Team Leader to oversee a team of call centre agents in Singapore and support our Australian-based team, ensuring exceptional service delivery for a major Australian client.Location: Singapore. This is an onsite role, candidates must be able to work from our Singapore office and collaborate in person with the team and stakeholders.Your impactLead, coach, and motivate a team of customer service agents in Singapore and back-end support staff in Australia.Oversee daily operations, including scheduling, attendance, and ensuring adequate coverage across SG and AU time zones.Monitor team and individual performance, provide targeted coaching, and ensure KPIs and SLAs are consistently met.Drive exceptional customer satisfaction by resolving escalations and promoting a strong customer-first mindset.Continuously improve Ascenda’s processes, tools, and training to enhance team efficiency and the overall service experience.Collaborate with cross-functional teams to address operational issues and support new initiatives.Monitor and drive individual agent and team performance with focus on coaching.Foster a positive, engaged, and customer-focused team culture aligned with Ascenda’s values.Who You AreMinimum 8 years of overall working experience, including at least 3 years in a supervisor, people manager, or team lead role within an inbound call centre or customer service environment.Experience in project or process management, with the ability to drive operational improvements.Excellent English communication skills, both written and verbal.Background in the airline, hotel, loyalty, or rewards industry is a strong advantage.Comfortable working in a web-based, technology-driven environment.Enthusiastic, resilient and adaptable with the ability to thrive in a fast-paced environmentSelf-motivated and capable of working independently with minimal supervision.Positive, collaborative, and can-do attitude, with a focus on team engagement.Strong interpersonal skills and proven ability to work effectively with cross-functional teams.Strong cross-cultural awareness and comfort managing or supporting regional teams.Minimum Diploma qualification requiredStrong alignment with Ascenda’s core values of growth mindset, hands-on ownership, supportive collaboration, and radical simplicityWhy Join Ascenda? Ascenda offers the unique opportunity to lead in LaaS, shaping the future of rewards programs. You'll be part of an environment that prizes groundbreaking ideas and their execution. We provide unparalleled career growth opportunities in a supportive and dynamic environment, complemented by a competitive compensation package that recognises your impact.Ascenda is dedicated to diversity and inclusion, welcoming candidates from all backgrounds. Join us on our mission to power the growth of the financial services industry by making loyalty simple and rewarding for everyone, everywhere.We Have a Rewarding Working Place That Provides aHigh growth environment & exponential career developmentMobile & flexible work environmentWFH office equipment allowanceMedical insurance coverageEmployee recognition programsCompetitive compensationTravel perks & Employee rewardsThe salary range is available upon request. For more information, please contact us directly.Ready to power growth for the financial services industry? Apply now! Together, we'll redefine what's possible.Ascenda is an equal opportunity employer, committed to a diverse and inclusive workplace. We thank you for your understanding that only shortlisted candidates will be contacted for interviews.