Great to Meet You! We are Ascenda

Ascenda powers the growth of leading financial services brands worldwide with premium rewards programs that differentiate their products, drive profitable customer behaviors, and create sustained engagement.

We are behind the world-class rewards propositions of major banks and fintechs around the globe, including brands like American Express, Capital One, Brex, Robinhood, Ramp, HSBC, Virgin Money (Australia), SMBC (Japan), ICBC (China), Livelo, Santander (Brazil), ANZ (Australia), HDFC (India) and many others.

We are a thriving global Loyalty-as-a-Service company and are experiencing rapid expansion. Join our dynamic team contributing to the execution of our business strategies as we strive for hypergrowth. Our team spans 20 cities worldwide, with dual headquarters in Singapore and New York, totalling 270 team members.

The Role: Customer Service Team Lead

We are looking for a Customer Service Team Leader to oversee a team of call centre agents in Singapore and support our Australian-based team, ensuring exceptional service delivery for a major Australian client.

Location: Singapore. This is an on-site role, candidates must be able to work from our Singapore office and collaborate in person with the team and stakeholders.

Your impact

• Lead, coach, and motivate a team of customer service agents in Singapore and back-end support staff in Australia.
• Oversee daily operations, including scheduling, attendance, and ensuring adequate coverage across SG and AU time zones.
• Monitor team and individual performance, provide targeted coaching, and ensure KPIs and SLAs are consistently met.
• Drive exceptional customer satisfaction by resolving escalations and promoting a strong customer-first mindset.
• Continuously improve Ascenda's processes, tools, and training to enhance team efficiency and the overall service experience.
• Collaborate with cross-functional teams to address operational issues and support new initiatives.
• Monitor and drive individual agent and team performance with focus on coaching.
• Foster a positive, engaged, and customer-focused team culture aligned with Ascenda's values.

Who You Are

• Minimum 8 years of overall working experience, including at least 3 years in a supervisor, people manager, or team lead role within an inbound call centre or customer service environment.
• Experience in project or process management, with the ability to drive operational improvements.
• Excellent English communication skills, both written and verbal.
• Background in the airline, hotel, loyalty, or rewards industry is a strong advantage.
• Comfortable working in a web-based, technology-driven environment.
• Enthusiastic, resilient and adaptable with the ability to thrive in a fast-paced environment
• Self-motivated and capable of working independently with minimal supervision.
• Positive, collaborative, and can-do attitude, with a focus on team engagement.
• Strong interpersonal skills and proven ability to work effectively with cross-functional teams.
• Strong cross-cultural awareness and comfort managing or supporting regional teams.
• Minimum Diploma qualification required