Team Lead - Customer Experience

About the role

The Team Lead – Customer Experience will drive ACE Money Transfer’s customer engagement across all channels. You will own complaint management, real‑time issue resolution and social reputation, while coaching a multi‑channel support team to meet high‑impact KPIs.

Key responsibilities

• Own the end‑to‑end lifecycle of critical customer complaints, especially those linked to service failures, compliance risks or reputational impact.
• Identify recurring complaint themes and work with product, IT and operations to resolve root causes.
• Maintain a complaints dashboard that tracks trends, resolution time and escalation rates.
• Supervise frontline agents handling voice, email, chat and social interactions; provide coaching, performance feedback and onboarding support.
• Design and deliver refresher training on complaint handling, tone management and brand‑safe responses.
• Review daily ticket queues, prioritize high‑impact cases and streamline workflows to improve first‑contact resolution.
• Collaborate with workforce planning to ensure appropriate staffing during peak periods.
• Track and analyse KPIs such as CSAT, AHT, FCR, NPS, SLA compliance and escalation rates; produce weekly and monthly performance reports with actionable insights.
• Share social sentiment and complaint trends with leadership and create feedback loops with product and marketing teams.

Required profile

• Strong analytical mindset with a proven track record in process transformation and workflow optimisation.
• Experience leading and coaching multi‑channel customer service teams.
• Demonstrated ability to manage high‑severity complaints and mitigate reputational risk.
• Excellent understanding of KPI measurement, reporting and continuous improvement.
• Ability to collaborate across product, IT, operations and marketing functions.

Required skills

• Business Intelligence reporting