Team Leader – Customer Support

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

📋 Description

• Deliver effective leadership, daily supervision, and operational direction to a team of representatives.

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

• Coach, mentor, and inspire team members to improve their skills, performance, and career growth.

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

• Analyze operational metrics and apply strategies for productivity enhancement.

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

• Act as an escalation point for complex customer inquiries, complaints, and operational hurdles.

• Collaborate with cross-functional teams to optimize workflows.

• Maintain regular communication with clients as necessary.

• Identify training needs and organize learning sessions.

• Ensure team members are equipped with the necessary tools and resources.

• Provide precise team performance reports and contribute to initiatives for organizational growth.

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

⛳️ Requirements

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

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

• Strong understanding of customer service and technical support principles and practices.

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

• Excellent verbal and written communication skills in English.

• Strong problem-solving, decision-making, and analytical abilities.

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

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

• Prior client-facing experience in outsourced services or a BPO environment is advantageous.

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

🏝️ Benefits

• Competitive compensation package.

• Retirement Savings Program with Company Matching.

• Life insurance coverage.

• HMO coverage starting on Day 1.

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

• Paid time off plus birthday leave.

• Opportunities for skills training and personal and professional development.