Customer Service Lead

7 hours ago


Capital District, Philippines CLICKTEK CONSULTING INC Full time

Location: Remote - Philippines (Manila-based preferred)Employment Type: Full-Time About the Role: Clicktek Consulting Inc. is hiring a Customer Service Lead to support a global health and wellness client. This leadership role is ideal for candidates with proven experience in customer service operations and team supervision. You will help oversee and guide a team of Customer Service Admins, manage workload allocation across support channels, monitor performance KPIs, and escalate critical customer concerns with care and urgency. You will work closely with North American/Australian stakeholders and ensure service excellence across distributed teams. Key Responsibilities: Supervise and mentor a team of Customer Service Admins Oversee day-to-day queue management: email, live chat, and social monitoring Assist in onboarding and training of new hires Audit team schedules, time clock punches, and absentee records Support performance tracking: call/chat volume, outreach outcomes, and SLA adherence Act as an escalation point for urgent customer issues Contribute to process documentation and continuous improvement initiatives Collaborate with global counterparts to ensure seamless customer engagement Maintain system knowledge across ERP, CRM, and ecommerce platforms Promote a collaborative and professional team culture Qualifications: Bachelor's degree preferred 3+ years in a customer service leadership Strong experience with Microsoft Office/Excel, ERP systems (D365), and CRM tools (Salesforce), Ticketing tool, Order Management. Plus Factor: D365 FinOps, Commercetools, Shopify Excellent English communication skills (written and verbal) Strong problem-solving and coaching ability Experience supporting or managing KPIs and team reporting Comfortable working remotely with cross-functional international teams Why Join Us? Work-from-home setup with opportunities for occasional in-person training in Manila Exposure to global service standards Be part of a values-driven company culture focused on people, growth, and innovation #J-18808-Ljbffr



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