Customer Service Team Leader

Ready to Build a High-Performing Customer Experience Team? As the Team Leader, Shared Services, you'll do more than lead a team—you'll shape how WORQ delivers exceptional customer experiences at scale. By coaching and empowering a high-performing team while driving operational excellence, you'll ensure every customer interaction is seamless, consistent, and impactful.

But that's just the beginning. You'll lead the transformation of WORQ's CRM operations by optimising processes, enhancing our AI chatbot, and collaborating with Product, Data, and Technology teams to create smarter, more efficient customer journeys. If you're passionate about building great teams, driving innovation, and making a lasting impact, this is your opportunity to shape the future of customer experience at WORQ.

(I) Team Leadership & Capability Building

• Lead, coach, and develop a Shared Service Team to deliver consistent and exceptional customer experiences.
• Provide guidance, feedback, and support through regular coaching, calibration sessions, and performance reviews.
• Build team capability by sharing best practices, improving service knowledge, and strengthening problem-solving skills.
• Foster a high-performing team culture focused on ownership, collaboration, and continuous improvement.
  
  

(II) CRM Operations & Service Excellence

• Own the day-to-day operations of WORQ CRM, including workload distribution, queue management, coverage planning, and service level performance.
• Ensure smooth execution of CRM processes while maintaining high standards of quality, accuracy, and customer satisfaction.
• Act as the final escalation point for complex, sensitive, or high-value customer interactions requiring deeper investigation or cross-functional support.
• Drive consistent service standards across all CRM channels through quality monitoring and calibration.
  
  

(III) CRM Optimisation & Operational Improvement

• Identify opportunities to improve CRM workflows, enquiry routing, and operational processes to enhance efficiency and customer experience.
• Drive the CRM operational roadmap by partnering with Product, Data, and Technology teams to prioritise improvements.
• Support the continuous enhancement of AI chatbot capabilities by analysing performance gaps and improving responses, flows, and knowledge content.
• Use customer insights and operational data to recommend solutions that improve scalability and service delivery.
  
  

(IV) Performance Management & Data Insights

• Monitor CRM performance metrics, identify trends, and implement improvement plans to achieve operational goals.
• Analyse service performance, customer interaction patterns, and team productivity to drive informed decisions.
• Prepare and share CRM performance updates, insights, and recommendations with stakeholders.
• Maintain strong operational discipline through effective reporting, tracking, and follow-through
  
  

(I) Experience & Knowledge

• Bachelor's degree or equivalent practical experience.
• 4+ years of experience in customer service, customer success, sales support, or service operations.
• Proven experience leading, coaching, and developing customer-facing teams.
• Experience managing escalated customer cases and complex service operations.
• Hands-on experience with CRM platforms, ticketing systems, or customer support tools.
• Experience with AI-powered customer service tools or chatbot systems is an advantage.
  
  

(II) Skills & Capabilities

• Strong leadership and people management skills with the ability to motivate and develop team members.
• Excellent operational judgement with the ability to balance service quality, efficiency, and team wellbeing.
• Strong analytical skills with the ability to interpret data, identify trends, and drive improvements.
• Strong problem-solving skills with the ability to manage ambiguity and make sound decisions.
• Excellent communication and stakeholder management skills.
• Comfortable working with technology, automation, and AI-driven customer experience solutions.
• Proficient in English; additional languages are an advantage.