Customer Experience Director

1 day ago

Mandaue City, Central Visayas, Philippines beBeeLeadership Full time ₱400,000 - ₱800,000
Customer Support Team Lead

Job Overview: This role is responsible for leading and developing the Customer Support Team. As a key member of the team, you will play a crucial part in delivering exceptional client and user experiences.

Main Responsibilities:

  • Supervise, mentor, and develop a team of customer support specialists to deliver outstanding results.
  • Oversee daily support operations including ticket management, call queues, and escalations.
  • Monitor team performance, set Key Performance Indicators (KPIs), and ensure service levels 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.

Key Qualifications:

  • 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 (Preferred).

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

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