Team Lead

6 days ago

Rizal, Philippines beBeeLeadership Full time ₱600,000 - ₱1,000,000
Customer Support Team Lead

This is a highly demanding role that requires exceptional leadership and coaching skills to manage a team of customer support specialists.

The Customer Support Team Lead will oversee day-to-day support operations, including ticket management, call queues, and escalations. This role also involves monitoring team performance, setting Key Performance Indicators (KPIs), and ensuring service levels are consistently met.

The ideal candidate will have hands-on experience in customer support leadership, be able to thrive in a fast-paced environment, and balance team development with performance metrics.

Key Responsibilities:

  • Lead and develop a team of customer support specialists to deliver exceptional client experiences.
  • Oversee daily support operations, including ticket management, call queues, and escalations.
  • Monitor team performance, set KPIs, and ensure service levels are consistently met.
  • Handle complex customer issues and serve as the point of escalation for high-priority cases.
  • Collaborate with Technical Support, Operations, and Field teams to resolve cross-functional issues.
  • Conduct regular coaching sessions, team huddles, and performance reviews to foster growth and accountability.
  • Identify process improvements and contribute to building a scalable support infrastructure.
  • Track and report on customer support trends, recurring issues, and opportunities for product/service improvement.

Required Qualifications:

  • Professional English fluency.
  • Experience using Salesforce.
  • Strong leadership and coaching skills with the ability to motivate and develop a team.
  • Minimum 3 years of experience in customer support with at least 1 year in a supervisory or team lead role.
  • Strong organizational and multitasking abilities.
  • Excellent communication and interpersonal skills.
  • Fast learner with adaptability in a fast-paced environment.
  • Bachelor's Degree (nice to have).

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