Job Overview:- We are seeking a highly motivated and experienced Customer Service Team Leader to lead our English- Speaking customer service team serving the US market (financial service- debt settlement). The ideal candidate is a U.S. citizen and native English speaker with proven hands- on experience in customer service and team supervision. You will play a key role in ensuring service quality, coaching team members, managing KPIs, and driving performance excellence on the night shift.
What is “debt settlement”?
Debt settlement is the process of negotiating with creditors to reduce the total amount owed.
- It’s typically used by consumers who are experiencing financial hardship and can’t keep up with minimum payments. Rather than paying the full balance, the goal is to reach an agreement to pay a reduced lump sum or structured payments.
CUSTOMER SERVICE TEAM LEADER (ENGLISH SPEAKING- ONLY EXPAT- BASE IN HCMC)
Night Shift Fulltime in the company (HCMC, District 3)
JOB RESPONSIBILITIES:
Monitor conversation quality and provide structured, actionable feedback to team members.
Lead a team of 5~10 English- Speaking Customer Service Specialists working night shifts. Monitor, evaluate, and assess the quality of work and expertise of employees, ensuring adherence to procedures and job standards, and driving team members to meet KPIs regularly.
Handle escalated customer issues with professionalism, empathy, and efficiency.
Handle internal team issues under management&039;s purview, implement company policies and regulations to ensure consistency and task completion.
Perform other duties as assigned by the management team.
Conduct regular coaching sessions, 1- on- 1 meetings, and performance evaluations.
Organize and lead regular team meetings to review performance and report progress to management.
Supervise day- to- day operations, assign tasks, monitor workflow, and ensure agent productivity.
REQUIREMENTS:
Proficient in time management, task progress management, and tight team management in a high- pressure environment.
Experience working with customers via phone, or live chat.
Native English speaker with clear communication and excellent grammar.
Minimum of 2–3 years of experience in customer service roles, including at least 1 year in a team leader or supervisory position managing 7–10 members.
Willingness to work night shift (US hours) at the company in District 3, HCMC.
American citizen currently residing in Ho Chi Minh City with legal right to work (mandatory requirement).
Preference will be given to candidates who:
Having a background in debt settlement, financial services, or customer care BPO is a plus.
Can start working immediately, attend interviews, and start work promptly.
Have previously worked with US banks.
WE CAN OFFER:
Receive comprehensive training on company processes before starting work- continuous supervision and guidance from management until proficiency is achieved.
Training on software usage such as CRM, ZOOM as required by the company.
Access to a pantry with free tea, snacks, coffee, noodles, etc., daily. Microwave, refrigerator, hot and cold water dispenser with a view of the city.
Competitive salary: $3000/month.
Full participation in social insurance according to government regulations.
Work in a foreign- friendly and professional environment.
Working environment: young, dynamic, productive & speed- focused with various departments and over 60 employees.
The company provides all the necessary work equipment.
Team building activities and a 13th- month salary based on the company&039;s business performance.
Separate designated rest area during lunch break.
Annual regular health check- ups.
Competitive salary commensurate with capabilities. Fair evaluation and opportunities for career advancement.
JOB DETAILS:
Working hours: 21:00- 06:00, 23:00- 08:00 or 00:00- 09:00, 5 days/ week (working by US business hours).
Industry: Financial services in the US market (No insurance, No lending).
Employment type: Full- time (Night shift) at the company, remote/hybrid working are not accepted.
Interview process:
+ Round 2: Cultural Interview & Test English
+ Round 3: Professional Interview with Manager
+ Round 1: CV Screening & Phone Interview
+ Round 4: Offer letter
Note: Applications that do not meet the nationality and location requirements will not be considered.
Location: 60/15 Ly Chinh Thang Street, District 3, HCM City.
Join our dynamic team and be part of an organization dedicated to delivering exceptional service and support to our valued clients across the United States. Apply now and embark on a rewarding career journey with Outsource Solutions!
