We’re growing fast in the dynamic payments industry—and we’re looking for a Senior Customer Service Team Lead who’s ready to grow with us. If you’re a hands-on, data-driven leader who thrives in a collaborative, inclusive environment, loves coaching diverse teams, and is passionate about delivering exceptional customer service, this is your opportunity to make a real impact. You’ll lead a high-performing frontline team and play a vital role in shaping how our customers experience our brand—every single day.
What You’ll Be Doing
Lead, support, and inspire a diverse team of Customer Service Representatives in a high-volume contact centre environment.
Foster a team culture of respect, equity, and high performance, where collaboration and continuous learning are encouraged.
Drive capability through hands-on coaching, regular feedback, and inclusive development practices tailored to individual strengths.
Oversee recruitment, onboarding, and training, ensuring an inclusive experience that sets all team members up for success.
Performance & Quality Management
Set clear team goals aligned with KPIs including Average Speed of Answer (ASA), Grade of Service, and CSAT.
Monitor real-time and historical data to identify trends, improve service outcomes, and ensure fairness and consistency in performance management.
Embed quality frameworks that reflect both operational excellence and empathy in customer interactions.
Celebrate achievements and ensure recognition is equitable and meaningful across the team.
Workforce & Operational Excellence
Manage scheduling, resourcing, and forecasting to meet demand and ensure team wellbeing.
Use tools like WFM, CRM, and ACD platforms to streamline operations and support smarter, more inclusive workflows.
Present SLA and performance insights to stakeholders and strategic partners, identifying both challenges and opportunities.
Promote continuous improvement by encouraging input from all team members—valuing every voice at the table.
Customer & Stakeholder Engagement
Act as a key escalation point, resolving complex customer issues with empathy and clarity.
Champion a customer-first mindset while also advocating for the needs and growth of your team.
Work cross-functionally to solve issues and enhance the customer journey in a way that reflects our commitment to inclusion and accessibility.
Build strong relationships with partners and stakeholders, creating alignment through transparent, collaborative communication.
What You’ll Bring
Demonstrated experience in leading a customer service or call centre team.
Industry experience within payments, fintech, or financial services is desirable but not essential.
Strong coaching, mentoring, and team development capability—especially within diverse teams.
Deep understanding of customer service metrics, quality frameworks, and SLA reporting.
A collaborative leadership style and the ability to build trust with team members and stakeholders alike.
A data-driven mindset with the ability to turn insight into action.
Proficiency with CRM systems, WFM tools, and contact centre technologies.
A commitment to inclusive leadership and continuous personal and team growth.
Why Join Us?
At WEX, we’re not just supporting customers—we’re building relationships, solving problems, and shaping a better experience in payments. You’ll have the autonomy to lead with purpose, the support to grow your career, and the opportunity to work in a collaborative environment.
Ready to lead with impact and help shape the future of customer service in payments?
We’d love to hear from you—apply now.
