The Customer Service Team Lead's role encompasses overseeing a customer service team within a business unit. As the lead, you'll inspire and guide your team to enhance the department's performance. This includes providing coaching and mentoring to team members.

Additionally, you'll play a key part in developing, leading, and supporting staff to attain optimal outcomes by implementing effective management strategies.

Key responsibilities will include:

• Responsible for a team of customer service representatives to ensure SLAs are met around quality and productivity.
• Handle escalated customer inquiries, complaints, and complex issues and provide prompt and effective resolutions to maintain customer satisfaction.
• Monitor and evaluate customer interactions to ensure adherence to company policies, procedures, and service standards and provide guidance to team members for improvement.
• Track SLAs and generate reports on individuals and team deliverables and outcomes and identify areas for improvement.
• Identify process gaps and inefficiencies in customer service operations and work collaboratively with other departments to implement improvements that enhance the customer experience.
• Foster a positive and collaborative team environment, encouraging teamwork, cooperation, and knowledge sharing among team members.
• Collaborate with other departments to gather and share customer feedback, insights, and suggestions for improving products and services.

What you will bring to the role:

• A minimum of 3 years of proven experience in leading a customer service operations team as a shift or team leader
• Outstanding problem-solving, critical thinking, communication and leadership skills.
• Ability to maintain collaborative relationships both internally and externally.
• Exceptional customer focus and a strong commitment to delivering high-quality service.
• Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities.

We primarily operate in a remote work environment; however, we appreciate a flexible approach with regards to travel to Metro Manila if required on occasion. Any changes to our remote work arrangement will be communicated with ample notice.