Customer Service Lead

1 week ago

Zamboanga City, Philippines Palmetto Full time

Join to apply for the Customer Service Lead role at Palmetto

Get AI-powered advice on this job and more exclusive features.

Overview

Palmetto LightReach is looking for a Customer Service Lead to lead a high-performing team of customer service representatives in the Philippines. This role will be responsible for overseeing daily operations, ensuring service excellence, and driving continuous improvement in customer interactions. The ideal candidate will be an experienced leader with a passion for coaching, performance management, and optimizing customer service workflows. This position will be remote based in the Philippines.

Responsibilities
  • Team Leadership & Coaching: Supervise and mentor a team of 7-15 agents, ensuring high engagement and performance. Conduct regular coaching sessions, one-on-one meetings, and team huddles to enhance service delivery. Foster a culture of accountability, collaboration, and continuous learning.
  • Performance & Quality Management: Monitor real-time and historical metrics to ensure efficiency, adherence to KPIs, and high customer satisfaction. Review call recordings, emails, and chat interactions to provide constructive feedback. Develop action plans to improve agent performance and customer interactions.
  • Operational Oversight & Business Continuity: Collaborate with workforce management to optimize staffing and scheduling. Escalate operational risks or service disruptions and implement mitigation strategies.
  • Customer Experience & Continuous Improvement: Identify trends in customer feedback, complaints, and escalations to improve service processes. Work closely with Quality Assurance, Training, and Knowledge Base teams to enhance agent enablement. Champion a proactive service model, ensuring customers receive best-in-class support.
  • Cross-functional Collaboration: Work with the Call Center Customer Experience Manager to align team goals with business objectives. Partner with other departments (e.g., FinOps, Escalations, Sales) to resolve complex issues efficiently. Contribute to process enhancements and the development of service-level strategies.
Qualifications
  • 3+ years of experience in customer service, preferably in a leadership or supervisory role.
  • Experience managing a remote/international team is a strong plus.
  • Background in solar, energy, or a similar technical industry is preferred but not required.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and a proactive mindset.
  • Proficiency in workforce tools, CRM platforms, and reporting dashboards.
  • Ability to thrive in a fast-paced, customer-centric environment.
  • Employment is contingent upon the successful completion of a background check.

Equal Employment Opportunity
Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.

For more about our Privacy Policy, visit:

Location
This position will be remote based in the Philippines.

#J-18808-Ljbffr

  • Customer Service Representative

    2 weeks ago

    Quezon City, National Capital Region, Philippines Transworld Systems Customer Service LLC Full time ₱360,000 per year

    TSI (Transworld Systems Inc.)HIRING CSR CALL AGENTSStart date: October 13 or 20, 2025Location: 5F Cyberpod 2, Eton Centris Quezon Ave., Quezon City (Onsite)US Utility AccountProcess: Verint assessment, TA interview and Final interview. (VIRTUAL PROCESS ONLY)Perks:30,000 salary package.20% night differential.Free HMO for 2 dependents upon...

  • Lead Generation Specialist

    3 weeks ago

    Quezon City, Philippines Lead Advisors Full time

    About the Job: LeadAdvisors.com is looking for dynamic and motivated Lead Generation Specialists to join our team for a US-based campaign . If you have experience in sales, outbound calling, and handling US-based clients , this is the perfect opportunity to grow your career! You will be responsible for driving revenue by selling our financial services and...

  • Customer Service Officer

    1 week ago

    Angeles City, Central Luzon, Philippines The Lead Tree - Clark Outsourcing Full time ₱20,000 - ₱50,000 per year

    Position Title: Customer Service OfficerWork Set Up: On-siteSchedule: 6:00 AM to 3:00 PM PH TimeJob Location: Clark Outsourcing NEPO Site - 386 Rizal Extension (Cutcut IT Park), Corner Corazon St., Angeles City, PhilippinesQuick Rundown:In this role, you will serve as the primary point of contact for our valued customers, providing exceptional assistance and...

  • Customer Service Representative

    2 weeks ago

    Angeles City, Central Luzon, Philippines The Lead Tree - Clark Outsourcing Full time ₱150,000 - ₱250,000 per year

    Position Title: Customer Service RepresentativeWork Set Up: On-siteSchedule: 6:30 AM to 3:30 PM PH TimeJob Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark PampangaQuick Rundown:We are seeking a detail-oriented professional to manage customer records, provide product information, and handle complaints with empathy. This role ensures...

  • Customer Service Representative

    4 days ago

    Quezon City, National Capital Region, Philippines We Lead Group of Companies Full time ₱288,000 - ₱360,000 per year

    Job descriptionJob Summary:The Customer Service Representative (CSR) will serve as the primary point of contact for beneficiaries, partners, donors, and the public. The role requires a compassionate and service-oriented individual who can effectively communicate the foundation's mission, address inquiries, and provide support to students and their families....

  • Senior Customer Service Support

    2 weeks ago

    Angeles City, Central Luzon, Philippines The Lead Tree - Clark Outsourcing Full time ₱250,000 - ₱500,000 per year

    Position Title: Sr. Customer Service SupportWork Set Up: Work from HomeSchedule: 9:00 PM to 6:00 AM PH TimeJob Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark PampangaQuick Rundown:The purpose of this role is to support Senior Client Service Staff by ensuring orders move efficiently from entry to invoicing. It works closely with...

  • Customer Service Manager

    2 weeks ago

    Quezon City, National Capital Region, Philippines DISCOVER GROUP OF TRAVEL SERVICE INC. Full time ₱20,000 - ₱40,000 per year

    As a Customer Service Manager for our travel agency, you will lead and oversee the customer service operations to ensure excellent client support across all communication channels. You will be responsible for supervising customer service representatives, ensuring proper handling and timely resolution of client concerns, and maintaining high service...

  • Customer Service Team Lead

    3 weeks ago

    Iloilo City, Philippines TalentPop App Full time

    Overview Lead with Impact as Our Next Customer Service Team Lead Do you thrive in guiding teams toward success? At TalentPop, we’re looking for a Customer Service Team Lead who can motivate, mentor, and elevate our customer support teams to deliver exceptional service for e-commerce brands. If you’re a results-driven leader who knows how to balance...

  • Customer Service Team Lead

    4 weeks ago

    Paranaque City, Calabarzon, Philippines TalentPop App Full time

    OverviewLead with Impact as Our Next Customer Service Team LeadDo you thrive in guiding teams toward success? At TalentPop, we're looking for a Customer Service Team Lead who can motivate, mentor, and elevate our customer support teams to deliver exceptional service for e-commerce brands. If you're a results-driven leader who knows how to balance people...

  • Customer Service Agent

    4 days ago

    Zamboanga Peninsula, Philippines 1Aviation Groundhandling Services, Corp. Full time ₱200,000 - ₱250,000 per year

    DepartmentCustomer Service - ZamboangaEmployee TypeProbationaryExplore this opportunity as a Customer Service Agent at Zamboanga International Airport and join our growing team at 1AviationAttends to passenger needs and requirements based on company policies and procedures within the assigned area.What You Will DoEnsure that 1Aviation's Vision, Mission, and...