The company is on a mission to provide more visibility, control, and freedom in managing money. As a leader in financial technology, we help over 70 million customers with a variety of products including spending, saving, investing, exchanging, and traveling. Our Customer Support team is the first point of contact for millions around the world, delivering fast, thoughtful help when it matters most. We are currently seeking an experienced Quality Assurance Team Lead to join our dynamic team in the United Arab Emirates (Remote) on a full-time basis.
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What You’ll Be Doing:
- Managing and leading a team, motivating members and assessing performance.
- Overseeing daily and weekly operations, ensuring timely reactions to situations and monitoring activities.
- Communicating company goals, safety practices, deadlines, and concerns to team members and management.
- Supporting management with hiring, training new team members, and updating on team performance.
- Engaging in effective people management, including coaching and supporting career development.
- Performing risk-oriented reviews and facilitating resolutions.
- Acting as the point of contact for internal and external escalations.
- Reporting issues to the Head of Quality Assurance to support compliance and continuous quality improvement.
- Conducting deep dives into SLAs, providing analyses, identifying trends, and recommending actions for improvement.
- Challenging existing processes with a focus on continuous improvement and operational excellence.
What You'll Need:
- Fluency in English.
- Experience in customer support.
- 1+ years of experience managing a team (5–10 FTEs).
- Experience leading projects.
- Strong understanding of customer service, technical issue resolution, and support best practices.
- Impeccable attention to detail and impressive analytical skills, particularly with data analysis and dashboards.
- Driven, self-motivated, and a flexible team player attitude.
- Independent self-learner with a problem-solving mindset.
- A bachelor's degree or equivalent.
- Proven track record of improving SLAs for support teams.
- Excellent communication, numeracy, and IT skills.
The company values diversity and encourages applications from individuals with diverse backgrounds and experiences. Join our multicultural, hardworking team and help us create exceptional products and services for our customers.
