This website uses cookies to ensure you get the best experience.

Astra Tech and our selected partners use cookies and similar technologies (together “cookies”) that are necessary to present this website, and to ensure you get the best experience of it. If you consent to it, we will also use cookies for analytics purposes.

See our Cookie Policy to read more about the cookies we set.

You can withdraw and manage your consent at any time, by clicking “Manage cookies” at the bottom of each website page.

Select which cookies you accept

On this site, we always set cookies that are strictly necessary, meaning they are necessary for the site to function properly.

If you consent to it, we will also set other types of cookies. You can provide or withdraw your consent to the different types of cookies using the toggles below. You can change or withdraw your consent at any time, by clicking the link “Manage Cookies”, which is always available at the bottom of the site.

To learn more about what the different types of cookies do, how your data is used when they are set etc, see our Cookie Policy.

These cookies are necessary to make the site work properly, and are always set when you visit the site.

Vendors Teamtailor

These cookies collect information to help us understand how the site is being used.

Vendors Teamtailor
Skip to main content
Astra Tech career site
Business & Operations · Operations · Abu Dhabi

Team Lead-Customer Service

Role Summary
The Customer Service Team Lead (TL) is responsible for frontline execution, people management, and real-time service delivery across voice and digital support channels. The TL ensures agents meet performance, quality, and compliance standards while maintaining queue health and customer experience consistency. 

This is a hands-on floor leadership role, focused on daily performance management, coaching, and issue resolution, while feeding insights and operational signals to the CSM. 

Responsibilities

1. Day-to-Day Service Delivery (Execution-Focused) 

  • Manage real-time queues across voice, tickets, email, and in-app support 

  • Monitor SLA adherence, backlog, ageing, and abandonment at a team level 

  • Take immediate corrective actions such as: 

  • Queue rebalancing 

  • Reprioritization of tickets 

  • Agent allocation by channel 

  • Ensure service stability during peak volumes or incidents 

  • Escalate risks or service degradation early to the CSM 

2. Agent Performance & Productivity Management 

  • Track individual agent KPIs including: 

  • AHT 

  • FCR 

  • CSAT 

  • Productivity / utilization 

  • Adherence 

  • Conduct daily check-ins and weekly performance reviews 

  • Address underperformance through: 

  • Coaching 

  • Side-by-sides / call listening 

  • Action plans 

  • Recognize and reinforce strong performance and behaviors 

3. Quality, Compliance & Customer Handling 

  • Ensure agents follow: 

  • Approved scripts and tone guidelines 

  • Escalation protocols 

  • Compliance and risk requirements (KYC, payments, refunds, etc.) 

  • Act as the first escalation point for: 

  • Complex cases 

  • High-risk or sensitive customer issues 

  • Review samples of calls/tickets for quality and compliance adherence 

  • Partner with QA teams (if applicable) to close feedback loops with agents 

4. CRM & Process Discipline (Ground-Level Ownership) 

  • Ensure accurate and consistent: 

  • Ticket logging and categorization 

  • Status updates 

  • Escalation tagging 

  • Resolution notes 

  • Coach agents on correct CRM usage 

  • Flag recurring issues such as: 

  • Misrouted tickets 

  • Incorrect categories 

  • Process confusion 

  • Provide process gap feedback to the CSM with real examples 

5. Issue Identification & Feedback Loop 

  • Identify repeat issues and customer pain points observed on the floor 

  • Provide structured inputs to the CSM for: 

  • Root cause analysis (RCA) 

  • Voice of Customer (VoC) insights 

  • Share examples, call snippets, or ticket trends to support data-led analysis 

  • Support pilots or process changes driven by the CSM 

6. Team Engagement & Culture 

  • Create a supportive, accountable team environment 

  • Run: 

  • Daily huddles 

  • Shift handovers 

  • Service updates 

  • Reinforce customer-first mindset and ownership 

  • Support onboarding and buddying of new hires 

  • Requirements

Essential 

  • Experience as a Team Lead / Senior Agent in a high-volume call centre 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 

Desirable 

  • Experience in fintech, banking, payments, or financial services 

  • Exposure to compliance-driven customer interactions 

  • Experience supporting voice + digital blended teams 

Success Measures (TL-Level) 

  • Team-level SLA, AHT, CSAT, FCR consistently met 

  • Reduced escalations due to better first-contact handling 

  • High CRM accuracy and process adherence 

  • Improved agent productivity and engagement 

  • Positive feedback from CSM on operational discipline and issue flagging 

Division
Business & Operations
Department
Operations
Locations
Abu Dhabi
Business & Operations · Operations · Abu Dhabi

Team Lead-Customer Service

Loading application form

Already working at Astra Tech?

Let’s recruit together and find your next colleague.

@astratech.ae
Applicant tracking system by Teamtailor