Team Leader

Enshored Pasig, National Capital Region, Philippines Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, whether from the ground up or by innovative transformation. Our team is composed of hand‑picked, talented individuals who work in a balanced environment of smart and hard work while maintaining dynamic relationships with stakeholders, leaders, and team members. Important decisions revolve around guidance of our core values, especially when choosing the right people. Essential Duties And Responsibilities Manage and direct the daily activities of Tier 2 Customer Experience Associates, including creative resource planning and implementing call center strategies and operations. Provide operational guidance, training, coaching, monitoring, recognition, support, and discipline in any given situation. Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff. Carry out needs assessment and performance reviews for officers. Set and meet performance targets for efficiency and quality. Act as a subject‑matter expert for all work‑related duties. Practice and ensure compliance with all company policies and procedures. Coordinate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience. Coordinate with Recruitment, IT, and liaise with the HR team. Other duties as assigned. Map out the client’s product and process in a training documentation. Specific Accountabilities / Responsibilities Oversee and remedy customer support queries, complaints, and requests. Create and maintain customer training manuals and videos. Guide the Tier 2 Customer Experience Associates’ white‑glove support across phone, email, and chat. Actively engage new subscribers and members as needed to ensure successful conversion, exceptional onboarding, and ongoing support throughout membership. Anticipate and address member concerns with empathy, delivering an exceptional customer journey. Resolve issues in a personalized, accurate, and timely manner. Provide a concierge experience by offering advice related to products and services. Complete trainings and up‑trainings as needed. Maintain the highest level of discretion when dealing with customer issues. Strive to meet and exceed structured performance targets. Report on customer trends and feedback. Complete occasional overtime when needed to maintain SLAs. Education / Experience / Skills Required Bachelor’s degree preferred or equivalent work experience. 1+ year of experience in a customer‑facing support role; experience in a health‑related field preferred. Ability to troubleshoot technical issues in a Windows‑ and Chrome‑based environment. Excellent interpersonal, organizational, and time‑management skills. Ability to adapt quickly to changing internal and external customer demands. Demonstrate initiative and exercise sound judgment regarding management and personnel issues. Able to anticipate challenges and develop alternative plans of action. Work Relationships (Inside / Outside) Liaise and coordinate with personnel in all relevant aspects of the company’s operation. Liaise with personnel regarding sales, planning, and customer complaints. Liaise with customers as a support person. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Health Care Provider Outsourcing and Offshoring Consulting About Enshored – The leading outsourcer for start‑ups, innovators, and scale‑ups. We support our people to achieve their potential with structured learning and career development, embracing diversity and providing an environment where each individual thrives. #J-18808-Ljbffr