Team Lead - Customer Experience

Kharian, Punjab, Pakistan
Full Time
Customer Xperience
Mid Level
Job Title: Team Lead – Customer Experience
Location: Kharian, Punjab
Department: Customer Experience
Reporting To: Manager – Customer Experience
Company: ACE Money Transfer
Employment Type: Full-Time
Work Mode: On-Site (Monday to Friday)


Job Summary

The Team Lead – Customer Experience plays a pivotal role in enhancing ACE Money Transfer's customer engagement across all customer touch points. This role is heavily focused on complaint management, real-time issue resolution, and strengthening our Social & Professional Networks repute management. The role also contributes significantly to Customer Service Represensative training and development, ensuring frontline teams are well-equipped to deliver excellent support experiences across all touchpoints.
The ideal candidate will be a customer-first problem solver with strong communication skills, with familiarity with customer operations.

Key Focus Areas
  • Complaint Resolution & Escalation Handling
  • Training & Coaching of Frontline Agents
  • Customer Sentiment & Reputation Monitoring
  • Customer Engagement through all touchpoint
  • KPI Tracking & SLA Management

Key Responsibilities.

Complaint Resolution & Escalation Management
  • Own the end-to-end lifecycle of critical customer complaints—especially those tied to service failures, compliance risks, or reputational impact.
  • Identify recurring complaint themes and collaborate with product, IT, and operations teams to resolve underlying issues.
  • Maintain and update a complaints dashboard highlighting trends, resolution time, and escalation rate.

Team Leadership & Coaching
  • Supervise a team of frontline agents managing omnichannel support (voice, email, chat, social).
  • Mentor agents on effective customer communication, especially when dealing with complaints and public interactions.
  • Conduct regular coaching sessions and provide performance feedback.
  • Support new agent onboarding and contribute to ongoing skill development initiatives.

Training & Development
  • Identify skill and knowledge gaps within the team.
  • Work with Training and Quality Assurance (QA) teams to design and deliver refresher sessions, particularly around complaint handling, tone management, and brand-safe responses.
  • Act as a subject matter expert (SME) in social response strategy and complaint de-escalation.

Operational Oversight & Workflow Optimization
  • Review daily ticket queues to ensure prioritization of high-impact cases.
  • Streamline workflows to reduce resolution time and increase first contact resolution (FCR).
  • Collaborate with Workforce Planning to ensure appropriate staffing during peak hours and across social platforms.

Reporting & KPI Tracking
  • Track and analyse KPIs such as CSAT, AHT, FCR, NPS, SLA compliance, and escalation rates.
  • Development of reporting  by in coorporating Business Intelligence.
  • Provide weekly and monthly performance reports with actionable insights.
  • Share social sentiment and complaint trends with leadership to drive business improvement.
  • Create feedback loop with Product & Marketing to give them key insights of the customer pain points.

Complaint Management
  • Ensure all complaints are handled as per the procedure laid out on complaint management.
  • Oversee and ensure timely, professional, and brand-aligned resolution of issues raised in public forums.
  • Escalate complex or sensitive complaints appropriately and ensure root cause analysis and closure.
Coordinate with Marketing and Compliance to align tone and language with brand and regulatory requirements



Key Performance Indicators (KPIs)
KPIMeasurement Criteria
Customer Satisfaction (CSAT)% of customers satisfied post-interaction
First Contact Resolution (FCR)% of issues resolved in the first attempt
Average Handling Time (AHT)Average time per customer interaction
Net Promoter Score (NPS)% of customers likely to recommend ACE
Escalation Rate% of cases escalated vs. resolved at Tier-1
Resolution TimeAverage time to resolve escalated issues
Social Response SLATime to respond/resolution on social media
Complaint Volume & Repeat RateNumber of complaints and frequency of repeat issues
Agent Training Compliance% of team completing required training modules


Work Schedule
 
Shift TypeDetails
Work DaysMonday – Friday / Rotational Shifts
Work Hours01:00 PM – 10:00 PM (Flexible/24/7 based on need)

Career Growth & Development
  • Access to professional training and certification in complaint management, social media strategy, and customer experience.
  • Career advancement pathways into Customer Experience Management, Compliance, or Digital Engagement Strategy.
  • Exposure to cross-border remittance operations and financial services innovation.

    ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile
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