Customer Support Team Lead

The Company

Neo Services Sdn. Bhd. is a newly setup Shared Service Center, a 100% subsidiary of GXS Bank Pte. Ltd. based in Singapore - the Grab-led Digital Bank approved by MAS to commence operations. We leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises.

The Customer Service operations team ensures the smooth operation of the bank’s contact center, where customer support executives interact with the bank’s customers across different touch points. This role will be a 12 months contract arrangement.

Role Overview

We are looking for a dedicated Customer Support Team Lead to drive operational excellence, maintain high service standards, and provide real-time guidance to our Tier 1 and Tier 2 Customer Support Executives. In this role, you will serve as a vital Level 2 escalation point, oversee daily floor operations, ensure compliance and quality assurance, and champion a customer-first culture within our digibank environment.

Key Responsibilities

• Level 2 Escalation & Floor Support: Act as the primary L2 escalation contact for complex or unresolved customer complaints. Conduct active floor walking to provide real-time technical and procedural guidance during live interactions and monitor operational traffic to ensure service levels are consistently met.
• Performance & Quality Management: Conduct root cause analysis on team performance, deliver structured coaching, and lead 1-on-1 mentoring sessions. Oversee Quality Assurance (QA) audits across channels to drive key performance metrics (such as AHT, FRT, SLA, and CSAT) while ensuring zero compliance breaches.
• Workforce & Attendance Operations: Collaborate closely with Workforce Management (WFM) to optimize shift coverage, break timings, and resource allocation. Monitor attendance and handle performance recovery plans (PIPs) when necessary.
• Team Leadership & Communication: Lead daily operational briefings and team huddles to communicate product updates, process changes, and foster a high-performing, motivated team culture.
• Compliance & UAT Participation: Ensure strict adherence to regulatory standards (KYC, PDPA, banking secrecy) and participate in User Acceptance Testing (UAT) for system upgrades and digital tool enhancements.
  
  

Requirements

• Comfortable with working rotational shifts including weekends and Public Holidays.
• Minimum 5 years of frontline customer support experience in a contact center environment, with at least 3 years in a leadership, supervisory, or senior escalation role (preferably within Banking, Payment, Fintech or Financial Services).
• Proven expertise in metrics-driven leadership, talent coaching, crisis management, and stakeholder collaboration. Deep understanding of banking compliance frameworks and quality governance.
• Familiarity with Microsoft Office (Word, Excel, PowerPoint), CRM systems (e.g., Microsoft Dynamics 365, Salesforce/Snowflake, NICE CXone), telephony tools, and WFM platforms.