Customer Success Team Lead

3 days ago

Pilar, Philippines TalentPop App Full time

Customer Success Team Lead at TalentPop At TalentPop , we build competitive advantages for the world's fastest-growing e‑commerce brands. We are looking for a Customer Success Team Lead —a highly experienced operational veteran and natural coach—to take ownership of a dedicated client support team and transform daily service into a revenue driver. This is more than a supervisory role; you are the Chief Operator for your client's success, directly ensuring our agents deliver world‑class service and meet all key performance indicators (KPIs). If you thrive in the fast‑paced BPO environment, excel at operational troubleshooting, and are driven by developing others, this is your next career step. Impact and Responsibilities Operational Command: Maintain real‑time oversight of all support channels (chat, email, voice), proactively managing queues, balancing workloads, and mitigating service risks to ensure SLAs are consistently met. Expert Resolution and Escalation: Serve as the final point of contact for complex, high‑stakes customer issues and priority escalations, resolving them with professionalism and speed. Performance Coaching: Mentor agents through challenging scenarios, conduct case reviews, and provide targeted, continuous feedback to elevate team quality scores and efficiency. Process Optimization: Identify recurring bottlenecks and inefficiencies in workflows and SOPs. Develop and implement proactive solutions to streamline operations. Knowledge Management: Own all team resources, training materials, and support macros, ensuring they are always accurate, up‑to‑date, and fully compliant with client requirements. Qualifications for Success BPO Veteran: 3–5 years of hands‑on experience in a high‑volume BPO environment, specifically supporting external clients. Leader: 1–2 years of proven experience in a senior customer service, team lead, or supervisory role. VA experience with team management responsibilities is highly valued. Problem Solver: Exceptional ability to manage operational challenges, adapt to changing priorities, and solve complex customer and team issues on the fly. Organizer: Meticulous organizational skills, a proactive, detail‑oriented approach to management, and an unwavering commitment to quality output. Tech Stack Expert: Full proficiency with modern support platforms (Zendesk, Gorgias, Kustomer, Intercom, etc.). E‑commerce platform experience (Shopify, Magento) is a strong plus. Remote Success: Tech 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 (e.g., UPS, generator, or alternative working location) to ensure 100% schedule adherence. Our Investment in You: Perks and Benefits Competitive salary with annual performance‑based increases. Comprehensive health and dental insurance or a monthly health stipend. Generous 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 Seniority Level Entry level Employment Type Full‑time Job Function Other Industries IT Services and IT Consulting #J-18808-Ljbffr

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