Support Team Leader Position

2 days ago

Angeles City, Central Luzon, Philippines beBeeCustomer Full time ₱450,000 - ₱700,000
Job Description

As a customer support team leader, you will play a crucial role in leading and developing a client's customer support team. This position is responsible for overseeing day-to-day support operations, coaching support specialists, and ensuring 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.

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.
Qualifications and Requirements

For this role, we seek candidates with strong leadership and coaching skills, along with excellent communication and interpersonal abilities.

  • Professional English fluency.
  • Experience using Salesforce.
  • 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).
Working Conditions

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

Our ideal candidate has a keen interest in business process outsourcing and thrives in a dynamic environment.

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