Customer Service Lead – Phone Sales

This is a fully remote position, open to applicants in Philippines.

📋 Description

• This role is primarily focused on phone management, encompassing three key components that require proficiency in each.

• You will be the primary contact for our most valuable customer interactions via phone.

• You will oversee the customer service department, managing the Customer Service Specialist, establishing standards, conducting quality reviews, and enhancing performance.

• You will be responsible for developing the systems that govern customer service operations here — including SOPs, macros, tagging, reporting, and quality benchmarks — and will report directly to a co-founder.

• You are expected to work autonomously and take full responsibility for this domain.

• Supervise, mentor, and establish performance standards for the Customer Service Specialist.

• Conduct quality assessments on calls and messages, providing direct and constructive feedback.

• Lead the development and maintenance of training and onboarding materials for customer service.

• Manage the SOPs, macros, tagging framework, and knowledge base.

• Aim to decrease unnecessary contact volume.

• Fairly resolve issues related to faults, replacements, and refunds within established limits.

• Identify recurring issues, escalate them with supporting evidence, and advocate for solutions at the source.

• Regularly report performance metrics, trends, and customer insights to the co-founder.

• Integrate customer feedback into product development and operational decisions.

• Proactively identify potential issues before they arise.

⛳️ Requirements

• Exceptional spoken English that is clear and easily comprehensible to Australian and US customers; this is essential.

• A minimum of 3 years of experience in phone-based customer service or sales as the primary focus, rather than occasional phone calls alongside email communications. A live phone assessment will be conducted during the hiring process.

• A proven history of selling or retaining customers over the phone, with accountability for achieving targets; experience in higher-value or considered-purchase selling is preferred over high-volume transactional calls.

• Experience in people management; you should have managed, mentored, and developed at least one team member, and be able to discuss their growth under your guidance.

• Experience catering to Australian or Western customers; experience with Australian-facing accounts in BPO, banking, telecommunications, or airlines is a strong indicator of suitability.

• Background in customer support or sales.

• Experience in enhancing a customer service function, rather than merely participating in one.

• Familiarity with Gorgias or any similar helpdesk software.

• Proficiency in tools such as Asana, Slack, and Shopify.

🏝️ Benefits

• A full-time remote position with a stable, long-term team.

• Genuine ownership of a designated area, with direct reporting to a co-founder.

• Paid training and onboarding, including training on products and systems.

• Support for additional training or certification relevant to the role.

• After completing your 6-month probation: 13th month pay; HMO (PHP 200,000 coverage); Paid Leave; Vacation leave; and seasonal performance bonuses.