Customer Service Team Lead

9 hours ago

Antipolo City, Calabarzon, Philippines beBeeCustomerService Full time ₱3,000,000 - ₱4,200,000

Are you a driven leader with a passion for customer satisfaction? As our ideal candidate, you will be responsible for guiding our support teams towards delivering exceptional e-commerce services.

A strong team lead should balance people management with operational excellence. Key qualities include:

  • Minimum 3 years of leadership experience in a customer service environment.
  • Proven background in e-commerce customer service (Shopify, BigCommerce, or Amazon experience is beneficial).
  • Strong English language skills, 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.
  • Experience 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.
Responsibilities
  • Lead and monitor the performance of 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.
Our Offer
  • Performance and recognition bonuses.
  • Health and dental insurance.
  • Paid time off.
  • Year-end bonus.

Technical requirements include a personal computer with at least an i5 processor and minimum 20 Mbps internet speed.

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