Customer Service Team Lead

2 weeks ago

Sydney, New South Wales, Australia Blueberry Markets Group Full time

At Blueberry, delivering great service isn't just about answering questions, it's about building relationships, solving real problems, and creating trust from the very first interaction. Our Customer Experience team is a huge part of that, and now we're looking for a strong, supportive leader to help them level up.

As aCustomer Service Team Lead, you'll guide our CX team with empathy, accountability, and process smarts. From coaching individuals to improving systems, you'll shape how we serve, and how our clients feel every step of the way.

Job DescriptionAbout the Role

We're looking for a people-firstCustomer Service Team Leadto manage our frontline CX team in KL. You'll handle escalations, improve service standards, collaborate with onboarding and compliance, and help build a team culture that values feedback, growth, and doing things right.

Note: At Blueberry, moving with purpose means showing up, connecting, and building momentum together. This role is based onsite in Taguig, Manila, Monday to Friday, where the real magic happens.

How You'll Make an Impact

Manage and mentor a growing team of Customer Experience Officers

Handle escalated issues and support resolutions in a timely, professional manner

Conduct regular QA checks and deliver constructive coaching

Monitor workloads and adjust processes to improve service delivery

Analyse CX trends and turnover to support retention and onboarding strategies

Collaborate closely with compliance to keep all processes in top shape

Assist in scheduling and performance planning with the Head of CX

Provide clear reporting and insights to improve client satisfaction

Maintain a high standard of service across all client touchpoints

Desired Skills and ExperienceWho We're Hoping to Find

2+ yearsof experience leading customer service or call centre teams

Strong experience withSalesforce,Playvox,LiveChat, or other CRM tools

Skilled in performance reporting, feedback, and coaching

Strong problem-solving mindset and high attention to detail

Able to manage shifting priorities with calm and clarity

Passionate about leadership, team building, and CX excellence

Extra points if you have

Experience inFinancial Services, Banking, or Trading

Exposure to onboarding or KYC-related customer operations

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