Customer Service Team Leader

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

📋 Description

• Lead and mentor a team of Customer Service Agents

• Supervise the inbox to ensure optimal productivity, adherence to SLAs, and effective workload management

• Ensure appropriate inbox views are utilized and prioritize tasks efficiently

• Monitor daily operational plans and guarantee the completion of ad-hoc tasks

• Provide immediate support via internal communication channels and escalate issues as necessary

• Enhance customer satisfaction by achieving CSAT, response time, ticket handling, and resolution goals

• Coach the team on strategies for customer retention, subscription management, and value-oriented conversations

• Conduct regular one-on-one meetings, performance evaluations, and coaching sessions

• Perform quality assurance reviews, give constructive feedback, and engage in calibration sessions

• Generate weekly performance reports and leverage data to pinpoint areas for improvement

• Track customer trends, recurring issues, and operational risks; escalate findings and suggest process enhancements

• Serve as the primary point of contact for daily operational challenges and assist in resolving obstacles

• Aid in the onboarding and training of new team members as needed

⛳️ Requirements

• Demonstrated experience in leading, mentoring, or coaching team members

• Proven history of working in a high-volume customer support setting

• Strong grasp of customer satisfaction metrics and operational KPIs

• Experience with subscription-based products and customer retention methods is preferred

• Willingness to work weekends and public holidays as part of a rotating schedule

• Familiarity with customer support platforms such as Gorgias, Zendesk, Shopify, or similar is beneficial

• Exceptional written and verbal communication skills

• High standards of quality and attention to detail

• Analytical, proactive, and solution-oriented mindset

• Ability to stay calm and organized in a fast-paced environment

• Collaborative, positive, accountable, and dependable demeanor

• Comfortable making decisions and adaptable in a growing startup atmosphere

🏝️ Benefits

• Permanent, full-time employment

• Remote work opportunity

• Use your own device