Customer Service Team Leader | Permanent - Full Time

📍 Remote – Open to candidates in the Philippines
⏱️ Full-Time | Permanent
💻 Use Your Own Device

📅 About the Role

As a Customer Experience Team Lead, you will lead and develop a team of Customer Service Agents to deliver an exceptional support experience that reflects the client's brand values and customer-first approach. You will be responsible for driving team performance, maintaining high-quality standards, coaching and developing your team, and ensuring operational excellence across all customer interactions. Working closely with stakeholders, you will play a key role in developing a high-performing, collaborative team that consistently delivers outstanding service and contributes to the client's continued growth.

💬What You’ll Do

• Leading and supporting a team of Customer Service Agents to deliver exceptional customer service
• Overseeing the inbox to ensure high productivity, SLA adherence, and efficient workload management
• Ensuring the team is working in the correct inbox views and prioritising work effectively
• Monitoring daily operational plans and ensuring ad-hoc tasks are completed as required
• Providing real-time support through internal communication channels, escalating issues where appropriate
• Driving customer satisfaction by meeting and exceeding CSAT, response time, ticket handling and resolution targets
• Coaching your team on customer retention techniques, subscription management and delivering value-driven conversations
• Conducting regular 1-2-1s, performance reviews and coaching sessions to develop team capability
• Completing quality assurance reviews, providing actionable feedback and participating in calibration sessions to maintain consistency
• Producing weekly performance reports and using data to identify opportunities for improvement
• Monitoring customer trends, recurring issues and operational risks, escalating findings and recommending process improvements
• Acting as the first point of contact for day-to-day operational issues and helping the team overcome blockers
• Supporting onboarding and training of new team members where required

🎯What You Bring

• Passionate about delivering exceptional customer experiences
• An excellent communicator, both written and verbal
• Known for maintaining high quality standards and attention to detail
• Calm and organised in a fast-paced environment
• Analytical, proactive and solutions-focused
• Highly collaborative with a positive, can-do attitude
• Accountable, reliable and comfortable making decisions
• Adaptable and excited by working in a growing startup environment
• Experience leading, mentoring or coaching team members
• A proven track record of working in a high-volume customer support environment.
• Strong understanding of customer satisfaction metrics and operational KPIs
• Experience with subscription-based products and customer retention strategies is desirable
• Flexibility to work weekends and public holidays as part of a rotating schedule
• Experience using customer support platforms (such as Gorgias, Zendesk, Shopify or similar) is advantageous

🚀 Interested? Apply now to be part of our candidate pool! We look forward to connecting with you.