Customer Service Team Lead

3 weeks ago

Quezon City, National Capital Region, Philippines TalentPop App Full time
Overview

Lead with Impact as Our Next Customer Service Team Lead. 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 balances people management with operational excellence, this role is for you.

What You'll Bring To The Table
  • Minimum 3 years of leadership experience in a customer service environment.
  • Proven background in e-commerce customer service (Shopify, BigCommerce, or Amazon experience a plus).
  • Strong command of English, both written and spoken.
  • Familiarity with support tools like G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
  • Track record in managing KPIs, attendance, and performance with precision.
  • Experienced in regular team coaching, one-on-one mentoring, and performance reviews.
  • Ability to assess team well-being and provide support where needed.
  • Analytical skills to create, interpret, and act on performance reports.
Your Day-to-Day
  • Lead and monitor the performance of your assigned agents to ensure KPIs are consistently met or exceeded.
  • Conduct regular coaching sessions and offer personalized guidance to help team members succeed.
  • Evaluate performance bi-annually and recommend opportunities for growth, promotions, or recognition.
  • Promote a positive, supportive, and high-performance culture.
Schedule

Full-time, Monday to Friday | US PST Time Zone

Benefits
  • Performance and recognition bonuses
  • Health and dental insurance
  • Paid time off
  • Year-end bonus
Technical Requirements
  • Personal computer with at least an i5 processor (or equivalent)
  • Minimum 20 Mbps internet speed (both upload and download)

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