Customer Service Team Lead

5 days ago

Pasay, Philippines Reliasourcing Inc. Full time
Overview

We are looking for a Customer Service Team Lead to oversee a team of representatives handling customer inquiries across chat, email, and in-app channels. This role focuses on customer support, retention, and engagement, while ensuring a high level of service and customer satisfaction. The Team Lead will be responsible for guiding the team, driving performance metrics, managing escalations, and ensuring smooth daily operations.

Key Responsibilities
  • Lead and motivate a team of Customer Service Representatives to meet KPIs such as CSAT, NPS, retention, and resolution time.
  • Provide coaching, training, and regular feedback to improve team performance and customer interactions.
  • Oversee support queues and ensure timely handling of customer concerns, escalations, and VIP cases.
  • Monitor quality of service, identify improvement areas, and collaborate with QA/L&D for training needs.
  • Prepare reports on customer trends, issues, and team performance to support business decisions.
  • Work closely with cross-functional teams (Product, Risk, QA) to resolve complex concerns and enhance customer experience.
Qualifications
  • At least 1 year of experience as a Team Leader/Supervisor in Customer Service (BPO, Tech, Gaming, or SaaS preferred).
  • Hands-on experience with CRM or support tools (e.g., Zendesk, Intercom, Helpshift).
  • Strong people management and coaching skills.
  • Excellent communication skills (written and verbal).
  • Customer-focused, adaptable, and able to handle escalations with empathy and professionalism.
  • Passion for customer engagement; interest in gaming is a plus.
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Customer Service and Strategy/Planning
Industries
  • Outsourcing and Offshoring Consulting

Location: Manila, National Capital Region, Philippines.

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