Why this role matters
Syfe is APAC’s leading digital wealth platform, empowering people to build their wealth for a better future. Managing well over US $10 billion in assets and built on the pillars of access, advice and affordability, the platform caters to the different wealth needs of individuals with diversified portfolios, cash management solutions and brokerage. Syfe has operations in Singapore, Hong Kong and Australia, and is approaching half a million users.
As a Customer Service Team Leader, you’ll lead a team of Customer Advocates to deliver exceptional service across all communication channels — including chat, phone, and e-mail. You’ll set the standard for service excellence, coach and develop team members, and oversee both onshore and offshore teams to ensure performance targets and customer satisfaction measures are consistently met.
You will be accountable for escalations, risk awareness, and compliance while also driving continuous improvement initiatives. Your leadership will extend to managing third-party service relationships and ensuring all service channels operate seamlessly and efficiently.
What you’ll do
Leadership & Team Oversight
- Lead, mentor, and develop a team of Customer Advocates, embedding a culture of excellence and accountability.
- Oversee performance across both onshore and offshore teams, ensuring alignment with Selfwealth standards.
- Provide coaching, feedback, and training to team members to enhance capability and engagement.
- Manage escalations, providing resolution strategies while supporting team members in decision-making.
Multi-Channel Service Delivery
- Ensure efficient, high-quality service delivery across chat, phone, and e-mail channels.
- Monitor SLAs and KPIs across all service channels, proactively addressing any gaps in performance.
- Develop and maintain communication best practices tailored for each service channel.
- Champion consistent, professional, and empathetic customer interactions.
Customer Service & Advocacy
- Build and maintain strong relationships with customers, ensuring satisfaction and retention.
- Act as an advocate for the customer by identifying systemic issues and driving improvements.
- Collaborate cross-functionally to resolve customer challenges and deliver long-term solutions.
Process Improvement
- Identify inefficiencies in service workflows across teams and channels.
- Lead initiatives to improve service operations, including enhancement of templates, resources, and the Help Centre.
- Drive continuous improvement projects to optimise customer and team experiences.
What Success Looks Like:
- A motivated and high-performing team that consistently meets or exceeds SLA and customer satisfaction metrics.
- Efficient delivery of customer service across multiple channels with strong quality outcomes.
- Well-governed and effectively managed offshore teams and third-party service providers.
- Continuous improvements that enhance efficiency, customer experience, and employee engagement.
- Strong risk and compliance culture embedded within the service team.
Critical Competencies
- Leadership: Inspires, coaches, and develops individuals and teams, both locally and offshore.
- Multi-Channel Service Expertise: Skilled in managing customer interactions across phone, chat, and e-mail.
- Governance & Oversight: Strong understanding of offshore service management and vendor governance.
- Customer Focus: Advocates for customers and drives initiatives to enhance service experience.
What you’ll bring
- 6 years’ experience in customer service roles, with at least 1–2 years in a leadership or team lead capacity.
- Experience managing offshore teams or third-party service providers.
- Proven track record of managing multi-channel service operations (chat, phone, e-mail).
- Strong experience in compliance, governance, and risk awareness.
- Demonstrated success in coaching, mentoring, and developing teams.
- Experience in financial services or wealth management
How we work
At Syfe, we live by the 3Hs:
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Humility: We don’t have all the answers, so we seek feedback, embrace challenges and encourage diverse perspectives to continuously improve and grow together.
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Hunger: We set high standards for ourselves, looking to learn, grow and multiply our impact, while appreciating every opportunity and success along the way.
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Hustle: We drive results collaboratively with passion and perseverance, pushing the limits of innovation to ensure the best outcomes and solutions for our customers.
If you’re excited about this role, we’d love to hear from you.
