Team Lead

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

📋 Description

• Oversee and guide a team throughout the designated shift.

• Offer mentorship, coaching, and assistance to ensure team members achieve their goals and objectives.

• Ensure compliance with quality standards that align with client and customer experiences.

• Establish and enforce quality control measures while promptly addressing any quality concerns.

• Monitor and analyze key performance indicators, including agent duties and responsibilities.

• Take corrective actions as necessary to meet or surpass performance benchmarks.

• Train new employees and provide continuous training for current team members.

• Promote ongoing improvement through weekly one-on-ones and spontaneous coaching sessions.

• Maintain clear communication with team members, fellow shift leads, and management.

• Report issues, escalations, and potential areas for improvement.

• Tackle operational challenges and resolve issues that arise during the shift.

• Work collaboratively with other departments to address complex problems.

• Manage the helpdesk by monitoring agent availability and SLA tickets.

• Act as the primary contact in the management queue for escalations.

⛳️ Requirements

• Bachelor's or College Degree in any field of your interest!

• At least 1 year of experience in a leadership role.

• Minimum of 2 years in Customer Support.

• Basic familiarity with cloud-based applications such as Google Drive, Google Sheets, Google Docs, and MS Office applications.

• Experience with help desk or ticketing systems (Intercom experience is a plus).

• Knowledge of website-building tools, content management systems, or presentation software.

• Strong technical skills for troubleshooting digital platforms and web-based applications.

• Exceptional verbal and written communication abilities.

• Capability to convey and comprehend complex ideas to clients.

• Willingness to accept feedback with an open mind.

• Customer-focused with the ability to adapt to and respond to customers from various backgrounds.

• Nice to have: Familiarity with presentation software (Gamma, PowerPoint, Google Slides, Canva).

• Nice to have: Experience with AI-powered tools or generative platforms.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible work schedule and remote work options.

• Health and wellness benefits.

• Collaborative and supportive work environment.