Customer Support 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 daily standup meetings to review yesterday's SLA performance, address any escalations, and discuss items that may have fallen off the queue.

• Facilitate the onboarding process and certification of 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 outcomes.

• Uphold the critical non-negotiables: no ticket means no work; every response concludes with a next step, an owner, and a timeline; SLAs commence from the ticket's creation; nothing is considered "handled" until verified.

• Maintain trust across tiers; any problematic handoffs that could negatively impact a Customer Success Manager (CSM) should be resolved on the same day.

• Identify and eliminate shadow communication channels.

• Serve as the escalation point for representatives in uncertain situations and provide support on emergency paths.

• Keep the routing playbook and templates updated as real issues reveal gaps in knowledge.

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

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

⛳️ Requirements

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

• Exceptional written English skills and a high standard for team communication.

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

• A fair, structured, and consistent coaching style that maintains standards without micromanagement.

• Ability to remain calm and decisive during escalations.

• Proficient in managing a dashboard and presenting insights to leadership.

• Reliable home internet, a professional remote workspace, and backup connectivity.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and growth.

• Flexible work environment.

• Collaborative and inclusive company culture.