Customer Support Leadership Role

1 day ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeCustomerSupport Full time ₱3,500,000 - ₱4,500,000
Job Summary

The Customer Support Team Lead is responsible for leading and developing a team of customer support specialists to deliver exceptional client and user experiences.

This role involves overseeing day-to-day support operations, coaching support specialists, and ensuring our clients and users receive top-tier service.

The ideal candidate brings hands-on experience in customer support leadership, thrives in a fast-paced environment, and knows how to balance team development with performance metrics.

Key Responsibilities:
  • Supervise, mentor, and develop a team of customer support specialists to deliver exceptional client and user experiences
  • Oversee daily support operations including ticket management, call queues, and escalations
  • Monitor team performance, set KPIs, and ensure service levels (SLA/response times) 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
Requirements:
  • 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)
Work Environment:

This position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines.

If you are passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we invite you to apply for this challenging role.

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