Team Lead-Customer Service

Job Overview

Astra Tech is seeking a Customer Service Team Lead to manage frontline execution, people management, and real-time service delivery across voice and digital support channels. The Team Lead ensures agents meet performance, quality, and compliance standards while maintaining queue health and customer experience consistency.

Company Overview

Astra Tech is a technology company based in Abu Dhabi, United Arab Emirates, specializing in technology, information, and internet services.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Not Applicable
• Experience: 5+ years

Key Responsibilities

• Manage real-time queues across voice, tickets, email, and in-app support.
• Monitor SLA adherence, backlog, and abandonment at a team level.
• Track individual agent KPIs including AHT, FCR, CSAT, productivity, and adherence.
• Act as the first escalation point for complex, high-risk, or sensitive customer issues.
• Ensure accurate ticket logging, categorization, status updates, and escalation tagging in CRM.
• Create a supportive and accountable team environment, reinforcing a customer-first mindset.

Requirements

• Experience as a Team Lead/Senior Agent in a high-volume call center or digital support environment.
• Strong understanding of queue-based operations.
• Hands-on experience with CRM/ticketing systems.
• Ability to coach agents and manage performance conversations.
• Comfortable working in fast-paced, regulated environments.

Benefits

• Opportunity to work in a fast-paced and regulated environment.
• Chance to lead and mentor a team of customer service agents.
• Exposure to fintech, banking, payments, or financial services.
• Contribute to maintaining high standards of service delivery.
• Develop skills in performance management and coaching.
• Gain experience with compliance-driven customer interactions.