Team Lead

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

📋 Description

• Team Leadership: Oversee and guide a group of team members during the designated shift. Offer direction, coaching, and support to ensure team members achieve their goals and objectives.

• Quality Assurance: Uphold and support quality standards that align with our clients and enhance customer experience. Implement quality control measures and promptly address any quality concerns.

• Performance Metrics: Track and monitor essential performance indicators, such as agent tasks and responsibilities. Take corrective actions as necessary to meet or surpass performance targets.

• Training and Development: Onboard new associates and provide continuous training to current team members to improve their skills and knowledge. Promote a culture of ongoing improvement through weekly one-on-ones and spontaneous coaching sessions.

• Communication: Sustain open and effective communication with team members, other shift leads, and management. Report any issues, escalations, or potential opportunities for enhancement.

• Problem Solving: Tackle operational challenges and resolve issues that may occur during the shift. Collaborate with other departments to devise solutions for complex problems.

• Helpdesk Management: Ensure the helpdesk is efficiently managed by monitoring agent availability and SLA tickets.

• Act as the point of contact in the management queue for escalations.

⛳️ Requirements

• Be curious and genuine, just like us! #beboldr

• Possess strong analytical and critical thinking skills, with attention to even the smallest details.

• Have a passion for ensuring client satisfaction.

• Hold a Bachelor's or College Degree in a field you are enthusiastic about!

• Have at least 1 year of leadership experience.

• Bring 3+ years of experience in Customer Support.

• Have a basic understanding of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and MS Office applications.

• Exhibit excellent verbal and written communication abilities.

• Be capable of understanding and conveying complex ideas to clients.

• Show an aptitude for quickly learning and navigating new technologies, systems, and applications.

• Demonstrate the ability to accept feedback graciously and with an open mind.

• Maintain a customer-oriented approach and the flexibility to adapt and respond to customers from diverse backgrounds.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Access to comprehensive health and wellness programs.

• A collaborative and inclusive work environment.

• Flexible work hours and the possibility of remote work.