Customer Success Team Lead

5 days ago

Calamba, Philippines TalentPop App Full time

Get AI-powered advice on this job and more exclusive features. Customer Success Team Lead At TalentPop , we do not just answer tickets; we build competitive advantages for the world's fastest-growing E‑commerce brands. This role is the operational backbone of a high‑performing remote team and the chief operator for client success. Responsibilities Maintain real‑time oversight of all support channels (chat, email, voice) and proactively manage queues to consistently meet SLAs. Serve as the final point of contact for complex, high‑stakes customer issues and priority escalations. Coach and mentor agents through challenging scenarios, conduct case reviews, and provide targeted, continuous feedback to elevate team quality scores and efficiency. Identify recurring bottlenecks and inefficiencies and develop and implement proactive solutions to streamline operations. Take full ownership of all team resources, training materials, and support macros, ensuring they are always accurate, up‑to‑date, and fully compliant with client requirements. Qualifications 3‑5 years of hands‑on experience in a high‑volume Business Process Outsourcing (BPO) environment. 1‑2 years of proven experience in a senior customer service, team lead, or supervisory role. Exceptional ability to manage operational challenges, adapt to changing priorities, and solve complex customer and team issues on the fly. Meticulous organizational skills, a proactive, detail‑oriented approach to management, and an unwavering commitment to quality output. Full proficiency with modern support platforms (Zendesk, Gorgias, Kustomer, Intercom, etc.); e‑commerce platform experience (Shopify, Magento) is a strong plus. Remote Requirements A dedicated, quiet workspace. Internet: stable, wired primary connection (20 Mbps+ minimum) and a proven, functional backup internet solution. Hardware: modern computer capable of multi‑tasking (i5/Ryzen 5 equivalent or higher processor, 8 GB RAM minimum). Power reliability: mandatory backup power plan (UPS, generator, or alternative working location) to ensure 100 % schedule adherence. Benefits Competitive salary with annual performance‑based increases. Comprehensive health and dental insurance or a monthly health stipend. Generous Paid Time Off (PTO) package. Holiday bonuses and performance incentives. Permanent work‑from‑home flexibility. Clear pathways for career progression within our rapidly expanding organization. If you are ready to be the operational backbone of a high‑performing remote team and drive measurable customer success for exciting E‑commerce brands, apply now #J-18808-Ljbffr

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