Team Lead, Customer Service

**Job role**

We're growing fast in the dynamic payments industry—and we're looking for a Senior Customer Service Team Lead who's ready to grow with us. If you're a hands-on, data-driven leader who thrives in a collaborative, inclusive environment, loves coaching diverse teams, and is passionate about delivering exceptional customer service, this is your opportunity to make a real impact. You'll lead a high-performing frontline team and play a vital role in shaping how our customers experience our brand—every single day.

**What You'll Be Doing**

**Team Leadership & Development**
- Lead, support, and inspire a diverse team of Customer Service Representatives in a high-volume contact centre environment.
- Foster a team culture of respect, equity, and high performance, where collaboration and continuous learning are encouraged.
- Drive capability through hands-on coaching, regular feedback, and inclusive development practices tailored to individual strengths.
- Oversee recruitment, onboarding, and training, ensuring an inclusive experience that sets all team members up for success.

**Performance & Quality Management**
- Set clear team goals aligned with KPIs including Average Speed of Answer (ASA), Grade of Service, and CSAT.
- Monitor real-time and historical data to identify trends, improve service outcomes, and ensure fairness and consistency in performance management.
- Embed quality frameworks that reflect both operational excellence and empathy in customer interactions.
- Celebrate achievements and ensure recognition is equitable and meaningful across the team.

**Workforce & Operational Excellence**
- Manage scheduling, resourcing, and forecasting to meet demand and ensure team wellbeing.
- Use tools like WFM, CRM, and ACD platforms to streamline operations and support smarter, more inclusive workflows.
- Present SLA and performance insights to stakeholders and strategic partners, identifying both challenges and opportunities.
- Promote continuous improvement by encouraging input from all team members—valuing every voice at the table.

**Customer & Stakeholder Engagement**
- Act as a key escalation point, resolving complex customer issues with empathy and clarity.
- Champion a customer-first mindset while also advocating for the needs and growth of your team.
- Work cross-functionally to solve issues and enhance the customer journey in a way that reflects our commitment to inclusion and accessibility.
- Build strong relationships with partners and stakeholders, creating alignment through transparent, collaborative communication.

**What You'll Bring**
- Demonstrated experience in leading a customer service or call centre team.
- Industry experience within payments, fintech, or financial services is desirable but not essential.
- Strong coaching, mentoring, and team development capability—especially within diverse teams.
- Deep understanding of customer service metrics, quality frameworks, and SLA reporting.
- A collaborative leadership style and the ability to build trust with team members and stakeholders alike.
- A data-driven mindset with the ability to turn insight into action.
- Proficiency with CRM systems, WFM tools, and contact centre technologies.
- A commitment to inclusive leadership and continuous personal and team growth.

**Why Join Us?**

At WEX, we're not just supporting customers—we're building relationships, solving problems, and shaping a better experience in payments. You'll have the autonomy to lead with purpose, the support to grow your career, and the opportunity to work in a collaborative environment.

Ready to lead with impact and help shape the future of customer service in payments?