Customer Care Team Lead

2 weeks ago

Manila, National Capital Region, Philippines StoreHub Sdn Bhd, OneStoreHub Pte Ltd Full time

Are you driven, results-oriented and a team player?

With 15,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail & restaurant businesses the technology and services they need to succeed.

At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

It is on such a team that you learn the most, perform your best work, improve the fastest, and have the most fun. If this is a journey you'd like to embark on, keep reading

In the Customer Care Team Lead role, you'd be responsible for monitoring the support team's ticket queues, ensuring that tickets are being assigned and completed in a timely manner. As the team manager, you will be on the pulse of issues regarding personnel, performance, customer perception, and project status, and work closely with colleagues and the Regional Customer Care Manager to ensure consistent, high-quality service.

You don't need to be an expert or know everything about our industry (even we don't). But the work is challenging, fast-paced, and always on the bleeding edge. So, we're looking for someone with a curious mind, a strong drive to make things happen, and a passion to keep improving yourself.

What you will do:

  • Manage the Customer Care Team and evaluate performance.
  • Analyse and improve existing Customer Care processes with focus on scalability.
  • Ensure service levels are consistently exceeded.
  • Establish best practices through the entire support process.
  • Interview Customer Care applicants and train new hires.
  • Actively respond to queries, complaints, and escalations.
  • Follow up with customers to identify areas of improvement.
  • Develop daily, weekly, and monthly reports on the support team's productivity.
  • Provide customer feedback to the appropriate internal teams, like product developers.
  • Maintain an orderly workflow according to priorities.
  • Coaching team members on the quality of their responses to match world-class standards of customer service.

What you will need:

  • At least 2 years experience as a team leader in customer care team.
  • Strong knowledge of management methods and techniques.
  • Solid technical background with an ability to give instructions to a non-technical audience.
  • Working knowledge of customer service software and tools.
  • Experience in a technology, B2B, SaaS company.
  • Awareness of the industry's latest technology trends and applications.
  • Ability to think strategically and to lead.
  • Excellent client-facing and communication skills.
  • Advanced troubleshooting and multi-tasking skills.
  • Excellent speaking, reading, and writing ability in English.
  • BS/BA Degree.

BenefitsWhat makes working at StoreHub awesome (and refreshing):
  • Our people - for real StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
  • Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home with us.
  • Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.
  • Data availability. The biggest benefit of using a lot of tools is that we have a LOT of data and easy access to analytics. This helps us make more informed decisions and get more precise outcomes.
  • It's the Impact that counts. We recognise that results are not tied to the number of hours put in to achieve them. There's no reward for long hours with poor results and there's no penalty for going home on time when you're producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work and long hours are not how we measure or talk about a person's contribution.

We do have all the other cool perks too:
  • Medical and Dental Outpatient Visits + Medical Insurance
  • Apple Macbooks for everyone
  • Learning Budget - for courses, books, and levelling up

We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
#J-18808-Ljbffr

  • Customer Care Team Leader

    2 weeks ago

    Manila, National Capital Region, Philippines Trafilea Full time

    About TrafileaTrafilea is a dynamic and innovative Tech E-commerce Group that operates multiple direct-to-consumer brands in the intimate apparel and beauty sectors, with a focus on using data-driven strategies to scale their businesses. In addition to our products, we have our own online community dedicated to promoting body positivity. As a rapidly growing...

  • FP&A Team Lead

    2 weeks ago

    Manila, National Capital Region, Philippines Fresenius Medical Care Full time

    The FP&A Team Lead manages the daily transactional operations of FP&A (sub-) processes to deliver services that meet Service Level Agreements and customer expectations, improves operational effectiveness and efficiency, leads the process of solving operational issues and drives people management and development. Responsibilities: Hold responsibility for...

  • Client Care Coordinator

    2 weeks ago

    Manila, National Capital Region, Philippines P2 Home Care Solutions LLC Full time

    OVERVIEW:The Client Care Coordinator is responsible for facilitating care coordination services for individuals receiving care from P2's clients in need of enhanced care coordination services. Ensuring that individuals will receive timely, high-quality, and efficient health care and support services through the development of a multidisciplinary care plan,...

  • Customer Care Officer

    9 hours ago

    Manila, National Capital Region, Philippines COUNTRY BUILDERS BANK, INC. Full time

    • *Willing to be assigned in Makati• *New graduates are acceptable• * Send your updated resume at NameCustomer Care Officer (CCO)OfficerFunctional RoleAnalyst/SpecialistRole SummaryHandles day to day customer service support for internal and external clients of the BankMain ResponsibilitiesAnswer customer phone inquiries immediately at the point of...

  • Customer Care Associate

    2 weeks ago

    Manila, National Capital Region, Philippines Hypercare Full time

    BackgroundHypercare is a mobile and web communication and collaboration platform for healthcare professionals to alleviate time-wasting frustrations that clinicians face on a daily basis. The solution allows for real-time scheduling, on-call management and secure messaging on any device – all designed to help seamlessly improve workflow efficiencies,...

  • Customer Care Manager Philippines

    2 weeks ago

    Manila, National Capital Region, Philippines Ria Full time

    The purpose of the Customer Care Manager role is to lead a highly effective Customer Care hub, the hub will provide help and support for Ria's and XE global customer base through the end-to-end process. The Customer Care Manager will drive the performance of the support hub to achieve service levels and key support metrics. This role will actively drive...

  • Customer Care Manager Philippines

    2 weeks ago

    Manila, National Capital Region, Philippines Ria Full time

    The purpose of the Customer Care Manager role is to lead a highly effective Customer Care hub, the hub will provide help and support for Ria's and XE global customer base through the end-to-end process. The Customer Care Manager will drive the performance of the support hub to achieve service levels and key support metrics. This role will actively drive...

  • Customer Care Training Specialist

    2 weeks ago

    Manila, National Capital Region, Philippines RingCentral Full time

    Customer Care Training Specialist page is loaded Customer Care Training Specialist Apply locations Manila, Philippines time type Full time posted on Posted 30+ Days Ago job requisition id R070830 RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the...

  • Customer Care Specialist

    2 weeks ago

    Manila, National Capital Region, Philippines BC Solutions (Philippines) Inc. Full time

    WHY JOIN US?Permanent Dayshift, Mon-Fri work weekCompetitive salary and leave entitlementsOpportunities for career development, training, and personal growthPeople first, dynamic international working environmentHMO Benefits (Day 1) For Employee + 1 Qualified DependentAbout BC Solutions (Part of BC Invest)BC Invest is a fast-growing diversified financial...

  • Customer Care Representative

    2 weeks ago

    Manila, National Capital Region, Philippines Givaudan Full time

    Select how often (in days) to receive an alert: Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with kindness and humility, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions that make people look and feel good. There's much to learn and...

  • Accounts Payable Team Lead

    2 weeks ago

    Manila, National Capital Region, Philippines Fresenius Medical Care Full time

    Level Description'Support' Leveling Guide consists of jobs that provide administrative and customer service support. Work is typically guided by precedent and performed using established procedures and techniques. Market SummaryResponsible for various Accounts Payable functions, which may include verifying and coding invoices, processing disbursements,...

  • Customer Care Associate

    5 days ago

    Manila, National Capital Region, Philippines Financial Times Full time

    About Us:The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It's the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work...

  • Customer Care Training Specialist

    2 weeks ago

    Manila, National Capital Region, Philippines RingCentral Full time

    Customer Care Training Specialist page is loaded Customer Care Training Specialist Apply locations Manila, Philippines time type Full time posted on Posted 30+ Days Ago job requisition id R070830 RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the...

  • Senior Team Lead

    2 weeks ago

    Manila, National Capital Region, Philippines IntouchCX Full time

    IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with...

  • Remote Nurse Team Lead

    2 weeks ago

    Manila, National Capital Region, Philippines Bayan Global Staffing Full time

    Licensed USRN New YorkLead a team of Remote NursesTrain new hire Remote NurseMonitor and evaluate remote nursesWith good Leadership skillsKnowledgeable with Point Click Care EMR SoftwareWith experience working in a SNF facilities in the USJob Type: Full-timePay: Php70, Php90,000.00 per monthBenefits:Paid trainingSchedule:8 hour shiftFixed shiftMonday to...

  • Customer Advocate Team Lead

    2 weeks ago

    Manila, National Capital Region, Philippines Atlassian Full time

    Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a...

  • Customer Care Rep

    2 weeks ago

    Manila, National Capital Region, Philippines Alta Resources (Philippines) Corporation Full time

    The Customer Care Representative position provides professional, quality, and "best in class" service for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position will involve work activities in many capacities including, but not limited to: inbound and/or outbound...

  • Customer Care Rep

    2 weeks ago

    Manila, National Capital Region, Philippines Alta Resources (Philippines) Corporation Full time

    The Customer Care Representative position provides professional, quality, and "best in class" service for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position will involve work activities in many capacities including, but not limited to: inbound and/or outbound...

  • Customer Care US Rep

    2 weeks ago

    Manila, National Capital Region, Philippines Ria Financial Services Full time

    Customer Care US Rep Ria Financial Services Manila, Philippines Posted 3 days ago Permanent Competitive Customer Care US Rep Job DescriptionWe are looking for an enthusiastic Customer Services Representative to join our friendly team at Manila, Philippines head office. In this role, you will provide information to our customers about their transactions...

  • Customer Care Specialist

    4 days ago

    Manila, National Capital Region, Philippines Emerson Electric (Asia) Limited - ROHQ Full time

    Emerson's 132 years of history have been filled with achievements and challenges that have driven innovative thinking and bold transformations, molding us into the company we are today. By joining us as a Specialist I, Customer Care, you will provide excellent support to Discrete Automation - Controls and Software trade operations regarding customer...