Customer Support Team Lead

5 days ago

Southern Manila District, Philippines TalentLux Full time

We’re Tobio’s — a team that believes great customer experience is about connection, clarity, and care. We’re growing, and we’re looking for a Customer Support Team Manager to help lead, support, and scale our customer care operations. If you’re someone who loves helping teams do their best work — and you know your way around digital operations — we’d love to meet you. Please watch this video explaining who we are and why you should join us: What You’ll Be Doing You’ll be the person keeping our customer support team organized, motivated, and always improving. Your focus: people, performance, and process. Oversee daily operations of the Customer Support Team Monitor and optimize performance metrics — response times, quality, and customer satisfaction Train, coach, and support team members to ensure consistent tone, accuracy, and empathy in all communications Handle escalated customer cases when needed, ensuring quick and effective resolution Collaborate with other teams (logistics, product, marketing) to improve workflows and feedback loops Develop and document processes for onboarding, training, and performance reviews Analyze data and trends to identify areas for improvement and proactively address them Nice to have Shopify experience or similar to troubleshoot customer or order‑related issues and guide the team in doing the same Report regularly on team performance, insights, and improvements Contributing to AI training and support automation — helping us train and refine AI tools that improve response accuracy, streamline workflows, and enhance the overall customer experience Who You Are You’re an empathetic leader who balances strategy with hands‑on problem‑solving. You understand that great customer service starts with a supported and well‑organized team. You have: 2–4 years of experience leading or supervising a customer support team Excellent communication and people management skills Proven experience with support tools (Zendesk, Gorgias, Intercom, or similar) A knack for coaching, feedback, and motivation — you bring out the best in others Strong organizational and analytical skills — you can spot trends and act on them Comfort working remotely and managing distributed teams Experience in training AI, prompting, building guidelines/guidances, optimizing AI interactions, creating flows Bonus points if you: Have worked in e-commerce or DTC (direct‑to‑consumer) environments Enjoy optimizing processes or using automation tools to improve efficiency Have experience creating internal documentation or knowledge bases Shopify experience The Practical Bits Full‑time (remote or hybrid) Competitive salary based on experience Opportunity to shape and grow the customer experience function Supportive, collaborative team culture Let’s build a customer experience people actually remember (for all the right reasons). How to Apply: Complete this Google Form: Job Details Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Information Technology Industries: Human Resources Services #J-18808-Ljbffr

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