Customer Care Team Lead

About the company:

Skyro is a rapidly growing fintech company based in the National Capital Region of the Philippines, committed to transforming financial services through inclusive, accessible, and fully digital lending solutions. The company aims to advance financial inclusion by delivering simple, customer-focused financial products and dependable service to a wide and diverse customer base.

and Skyro Lending, Inc., both duly registered with the Securities and Exchange Commission (SEC), and are backed by Breeze Ventures, an international fintech company headquartered in Bahrain.

• Lead and manage a team of agents by driving performance and supporting their professional growth
• Foster continuous improvement in individual agent quality through coaching, feedback, and development initiatives
• Ensure team productivity, quality, and attendance targets are consistently met
• Meet weekly evaluation targets and resolve evaluation disputes within agreed SLAs
• Maintain a consistent and transparent feedback loop between agents and management to align with company goals
• Gather and escalate agent insights to identify operational issues and support continuous process improvements
• Effectively manage multiple priorities while maintaining service quality under pressure
• Use data and performance metrics to make sound, informed operational decisions

1. Proven experience in customer service, preferably in banking or fintech
2. Strong communication skills with experience in mentoring or supporting peers
3. Analytical, data-driven, and able to make sound operational decisions
4. Strong understanding of customer service KPIs, QA standards, and compliance requirements, preferably within a fintech environment
5. Ability to work in a fast-paced and dynamic environment
6. Strong problem-solving and decision-making skills
7. Willingness to work on shifting schedules, weekends, and holidays if required

• Willing to report to our Kamuning, Quezon City office