Customer Service Team Lead

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

📋 Description

• Create the shift schedule and on-call rotation to ensure coverage at all times, including evenings and weekends, with designated backups.

• Conduct standup meetings: reviewing yesterday's SLA achievements and shortcomings, addressing every escalation, and identifying any tasks that fell off the queue.

• Onboard and certify new representatives; no one engages with the live queue until they successfully complete a drill-based certification.

• Manage the weekly quality audit and provide coaching based on the results.

• Uphold the non-negotiables: no ticket means no work; every response must conclude with a next step, owner, and deadline; SLAs commence at ticket creation; nothing is labeled "handled" until it has been verified.

• Safeguard trust between tiers; any bad handoff that negatively impacts a CSM should be rectified on the same day.

• Identify and eliminate shadow channels.

• Act as the escalation point when a representative is uncertain and serve as the backup on emergency paths.

• Maintain the routing playbook and templates to ensure they reflect current real issues and highlight gaps.

• Oversee the support dashboard and present it during the weekly operations review.

• Identify trends early; if cancellations or specific issues are increasing, you are likely to notice them first.

⛳️ Requirements

• A minimum of 4 years in customer support/service, with at least 1 year in a leadership or coaching role.

• Exceptional written English skills with elevated standards for team communication.

• Practical experience with SLAs, queues, and support metrics.

• Fair, structured, and consistent coaching style; you uphold standards without micromanagement.

• Composed and decisive during escalations.

• Comfortable managing a dashboard and presenting findings to leadership.

• Must have reliable home internet, a professional remote workspace, and backup connectivity.

🏝️ Benefits

• Comprehensive health benefits.

• Flexible working hours and remote work opportunities.

• Professional development and training programs.

• Collaborative and inclusive work environment.