Customer Service Team Leader

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

📋 Description

• Lead, mentor, and cultivate a team of Customer Service Representatives.

• Conduct regular coaching sessions, performance evaluations, and development planning.

• Manage customer escalations and ensure prompt resolution of issues.

• Collaborate with Subject Matter Experts to enhance processes and facilitate knowledge sharing.

• Identify improvements in workflows to boost operational efficiency.

• Support the onboarding and growth of new team members through shadowing and live ticket coaching.

• Promote a positive, accountable, and high-performing team culture.

• Complete onboarding and become familiar with BuyGoods’ products, processes, and customer support workflows.

• Build strong relationships with the team and key stakeholders.

• Engage in daily operations.

• Enhance team productivity and service quality through consistent coaching.

• Ensure maintenance of service level expectations.

• Drive measurable enhancements in operational KPIs and customer experience.

• Develop future team leaders and strengthen team capabilities.

⛳️ Requirements

• A minimum of 2 years of experience as a Customer Service Team Leader.

• Experience managing 10 or more direct reports.

• Strong background in customer service operations.

• Demonstrated experience in coaching and performance management.

• Excellent communication, leadership, and problem-solving abilities.

• Experience in handling customer escalations and performance metrics.

• Preferred experience in telecommunications customer service.

• Amazon or high-volume customer support experience is preferred.

• Experience in managing email support or ticket-based support teams is preferred.

• Knowledge of sales environments is advantageous but not mandatory.

🏝️ Benefits

• Fully remote work environment.

• Opportunity to have a direct impact on a growing global business.

• High level of ownership and autonomy.

• Collaborative leadership team that values innovative ideas.

• Clear pathways for advancing your leadership career.

• Performance-driven culture that acknowledges results.

• Competitive compensation package.

• Monthly KPI performance incentives.

• Additional employee perks and recognition programs.

• Opportunities for career growth within a rapidly expanding organization.

• Ongoing leadership development and coaching opportunities.