Remote Customer Service Team Lead

1 day ago

Cabuyao, Calabarzon, Philippines beBeeCustomerExperience Full time $120,000 - $150,000
Customer Experience Lead

We are seeking a seasoned Customer Experience professional to lead and manage our customer service function, delivering high-quality support experiences to clients and partners.

This is an opportunity to make a meaningful impact on our business, working collaboratively with cross-functional teams to drive customer satisfaction and loyalty. Our ideal candidate has a strong track record of leading and scaling customer service operations in fast-paced environments, with a proven ability to develop and implement effective customer service strategies.

  • Main Responsibilities:
  • Lead and manage the customer service function to deliver high-quality support experiences to clients and partners
  • Develop and implement customer service policies, procedures, and standards to align with business goals and customer expectations
  • Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership
  • Handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction
  • Cross-functionally collaborate with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve platform experience

Requirements:

  • Minimum 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role
  • Strong understanding of customer service practices and customer journey management within tech or SaaS companies
  • Previous experience in the insurance or InsurTech space is a strong advantage
  • Proven track record of leading and scaling customer service operations in a fast-paced environment
  • Proficiency with customer support platforms and CRM systems (e.g., Jira, Zendesk, Intercom, HubSpot, Salesforce)

Benefits:

  • Fully Remote Work Environment
  • Flexible Leave Policy
  • Competitive Compensation Package
  • Performance Bonus Opportunities
  • Stock Options after 6 months

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