NEW: CS Team Lead - Securities Company! up to 8M

The CS Team Lead will oversee and improve customer service performance, ensuring client satisfaction and operational efficiency. This role requires leadership skills and a strong understanding of customer service processes to drive team success.

Client Details

Our client is an online brokerage firm that provides a trading platform and mobile app that allows users to trade stocks and other financial instruments.

Description

As the Customer Service Team Lead you will engage in the following main responsibilities:

- Supervise, mentor, and lead the CS team to deliver exceptional service and sustained client satisfaction.

- Develop, implement, and refine Client Success Standard Operating Procedures (SOPs) to ensure consistent and high-quality service delivery.

- Prepare, analyze, and present the quarterly "Voice of Committee" material, capturing key client insights, feedback, and actionable recommendations to inform business strategy.

- Proactively manage client relationships and swiftly resolve escalated issues.

- Work closely with internal management and cross-functional partners to uphold and improve quality practices, standards, and regulatory/audit compliance.

- Support and fulfill any additional duties or responsibilities as assigned by the company.

Job Offer

• Internal mobility opportunities depending on candidate strengths and preferences
• International job scope (written communication with Teams abroad)
• Permanent role offering long-term career growth within the financial services industry.
• Supportive work environment with a focus on professional development.
• Opportunities to lead and make a significant impact within the customer service department.

If you are ready to take on a leadership role in customer service and make a difference in the financial services industry, apply now to join this rewarding opportunity.

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Davide Capretta at +81 3 6832 8675.

A successful applicant should have:

• Customer Service experience in the financial service industry (banking or securities)
• Proven leadership experience either as a team lead or supervisor
• Strong understanding of customer service processes and practices within the financial services industry.
• Excellent problem-solving abilities to handle escalated client issues effectively.
• Being okay to take the JSDA licence soon upon joining (paid for by the company)
• High business level of Japanese and fluent English