Customer Service Team Leader

We are seeking an experienced Customer Service Team Lead to oversee a team of escalation specialists in resolving complex customer issues. As a key member of our operations team, you will be responsible for handling customer escalations and concerns effectively via inbound/outbound calls, live chat, email, and text.

The ideal candidate will have 3 or more years of experience in a leadership or coaching role and possess excellent communication and problem-solving skills. They will also be able to collaborate with relevant teams to assess and resolve credit-related concerns.

This is a full-time permanent, work-from-home position that offers a competitive salary and benefits package, including monthly performance bonuses and internet reimbursement.

• Key Responsibilities:
• Handle customer escalations and concerns effectively via inbound/outbound calls, live chat, email, and text.
• Provide exceptional customer service that ensures the customer feels heard, valued, and respected.
• Resolve issues efficiently by offering corrective solutions and delivering accurate information.
• Serve as the final point of contact for high-risk or sensitive customer cases.
• Oversee cases involving credit holds, overdue accounts, disputes, and delinquencies.
• Collaborate with relevant teams to assess and resolve credit-related concerns.
• Ensure all actions align with internal credit policies and risk strategies.
• Work closely with legal or compliance teams as needed on bankruptcy-related cases.
• Maintain detailed records of customer interactions, escalation cases, and resolution outcomes.
• Prepare and deliver weekly and monthly reports on escalations, credit issues, and performance metrics.
• Coordinate with internal teams to ensure efficient case management and closure.
• Train, and support a team of escalation specialists in resolving complex customer issues.
• Identify process gaps and implement improvements to enhance team effectiveness.
• Track team KPIs, ensuring alignment with departmental and company goals.
• Conduct regular training sessions and refreshers on escalation handling, credit procedures, and regulatory compliance.

• 3 or more years in a leadership or coaching role
• 3 or more years of proven sales experience
• 3 or more years in telecommunications

• Monthly Salary: ₱33,500-₱38,500
• Monthly Performance Bonus up to ₱5,000
• Internet Reimbursement up to ₱2,000 Per Month
• Annual Paid Company Outing
• Paid Time Off Up to 8 Calendar Days Per Year

Our organization is revolutionizing financial access for individuals by providing smart credit-building, mortgage, and lending solutions. We are committed to helping millions who struggle with high-interest debt and limited financial options.

We are one of Canada's fastest-growing fintech companies, annually helping 1 million customers explore their financing options with ease—online, via text, or over the phone. Our dynamic, innovative team thrives on collaboration, growth, and making a real impact.

• Step 1: Initial Contact - Our Talent Acquisition Coordinator will connect with you to confirm your experience and understand what you're looking for.
• Step 2: Interviews & Assessment - If there's a fit, you'll be scheduled for an interview with the Hiring Manager. Successful candidates will then undergo a background check, including verification of your identity and work-from-home setup.
• Step 3: Offer & Onboarding - Once you pass the background check, you'll receive your job offer and begin onboarding. This includes scheduling time with our Technical Team to ensure your computer is properly set up for your first day.