Branch Overview
Branch delivers world-class financial services to the mobile generation. With offices in the United States, Nigeria, Kenya, and India, Branch is a for-profit, socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone, everywhere, deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility. 

Branch’s mission-driven team is led by the founder and former CEO of Kiva.org. The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets. In 2019, Branch announced its Series C and has garnered more than $100M in funding with investments from leading Silicon Valley firms including Andreessen Horowitz, Trinity Capital, Foundation Capital, Visa, and the International Finance Corporation (IFC).

We value diversity and are committed to providing an inclusive working environment where human beings of all backgrounds can thrive. 

Position Overview:

The Customer Service Team Lead is responsible for leading and supporting the customer service team to ensure the highest level of customer satisfaction. This role involves overseeing daily operations, handling escalated issues, training and mentoring team members, and implementing strategies to improve service quality and efficiency.

Key Responsibilities

Team Leadership

• Lead, mentor, and motivate the customer service team to deliver exceptional support across all channels.
• Set clear performance expectations and provide ongoing coaching, feedback, and support.
• Conduct structured performance evaluations and support individual development plans to build capability and readiness for growth.

Customer Experience Management

• Handle complex, high-impact, or escalated customer cases, ensuring accurate, timely, and customer-centric resolutions.
• Monitor customer interactions to ensure alignment with service standards, regulatory requirements, and quality expectations.
• Contribute to the development and refinement of customer service policies, workflows, and digital support guidelines to enhance the overall experience.

Training and Development

• Onboard new team members, ensuring they are equipped with strong product knowledge, system proficiency, and service excellence skills.
• Facilitate continuous training sessions to keep the team updated on new products, features, compliance updates, and best-in-class customer engagement practices.
• Identify skill gaps and provide targeted coaching to drive performance and service consistency.

Operational Efficiency

• Manage scheduling, workforce planning, and daily operations to maintain adequate coverage across shifts and support channels.
• Analyze service metrics, customer feedback, and operational data to identify trends, gaps, and opportunities for improvement.
• Drive process enhancements that improve response times, reduce customer effort, and optimize overall service efficiency.

Communication and Collaboration

• Maintain strong communication within the team, ensuring clarity on priorities, updates, and performance expectations.
• Act as a liaison between customer service and cross-functional teams (e.g., Product, Engineering, Risk, Compliance) to resolve issues and enhance service processes.
• Share customer insights and recurring issues with relevant stakeholders to influence product or process improvements.

Reporting and Insights

• Prepare and deliver regular reports on team performance, customer satisfaction, service levels, and operational KPIs.
• Use data-driven insights to guide decision-making, recommend improvements, and support strategic initiatives.
• Track key performance indicators and ensure the team consistently meets service-level targets.

Compliance and Quality Assurance

• Ensure adherence to regulatory guidelines, internal policies, and data protection standards in all customer interactions.
• Uphold high service quality standards through regular quality assurance reviews, side-by-side evaluations, and targeted feedback.
• Promote a culture of continuous improvement and accountability within the team.

Team Leadership

• Supervise and guide the customer service team in their daily tasks.
• Set clear performance goals and provide regular feedback and coaching.
• Conduct performance reviews and assist in the development of team members.

Customer Service Management:

• Handle complex and escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions.
• Monitor customer interactions to ensure adherence to service standards and protocols.
• Develop and implement customer service policies and procedures to enhance customer satisfaction.

Qualifications

• A bachelor’s degree in Business, Communications, or a related discipline is preferred.
• 3–5 years of progressive customer service experience, including 1–2 years in a supervisory or team lead capacity.
• Proven leadership capabilities with a track record of managing and developing high-performing teams.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Hands-on experience with customer service tools, CRM platforms, and digital support systems.
• Strong analytical and problem-solving abilities, with composure in fast-paced, high-pressure environments.
• Excellent organizational and time-management skills, with the ability to prioritize effectively.
• Comfort working with data and using insights to inform decisions and improve performance.

Benefits of Joining

• Opportunity to work in a dynamic and innovative financial institution.
• Mission-driven, fast-paced, and entrepreneurial environment
• Competitive compensation with performance-based incentives and an equity package
• A collaborative and flat company culture
• Where we work:
  • Hybrid, with the option to work remotely occasionally
• 28 days annual leave with 30 days sick leave
• $500 Annual professional development budget 
• Opportunities for professional growth and leadership development.
• Team meals and social events 
• Flexible working hours

Branch International is an Equal Opportunity Employer. The company does not and will not discriminate in employment on any basis prohibited by applicable law. We’re looking for more than just qualifications - so if you’re unsure that you meet the criteria, please do not hesitate to apply!