Team Leader – Customer Support

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

📋 Description

• Deliver strong leadership, daily oversight, and operational direction to a team of representatives.

• Establish clear performance expectations and align team objectives with organizational and client goals.

• Foster team member growth through coaching, mentoring, and motivation to enhance skills and professional development.

• Oversee team performance to ensure compliance with SLAs and KPIs.

• Evaluate operational metrics and implement strategies aimed at boosting productivity.

• Address employee concerns, mediate team conflicts, and manage performance-related issues.

• Act as an escalation point for complex customer inquiries or complaints.

• Collaborate with cross-functional teams to optimize workflows and facilitate communication with clients.

• Assess training needs, organize learning sessions, and ensure team members are equipped with necessary tools and resources.

• Generate reports on team performance and contribute to initiatives for organizational growth.

• Comply with company policies while maintaining a positive, empathetic, and professional demeanor.

⛳️ Requirements

• At least three (3) years of experience in a customer service or technical support role that aligns with the representatives supported.

• A minimum of one (1) year of experience in a leadership or supervisory capacity, ideally in a call center or BPO setting.

• In-depth knowledge of customer service and technical support principles and practices.

• Proficient in customer service software and tools, including CRM systems and standard computer applications.

• Exceptional verbal and written communication skills in English.

• Strong abilities in problem-solving, decision-making, and analysis.

• Excellent interpersonal skills with the capability to lead, motivate, and inspire a team to meet performance goals.

• Results-driven mindset focused on operational excellence and continuous improvement.

• Previous experience in a client-facing role within outsourced services or BPO environments is a plus.

• Practical experience in leading technical support workflows and managing client escalations is desirable.

🏝️ Benefits

• Competitive compensation package.

• Retirement Savings Program with Company Matching.

• Life insurance coverage.

• HMO coverage beginning on Day 1.

• Complimentary dependent coverage, with one (1) dependent covered upon regularization and a second (2) dependent added after one year of service.

• Paid time off including birthday leave.

• Opportunities for skills training and personal and professional development.