Ideal Candidate Profile: Leading Customer Support

2 days ago

San Fernando, Central Luzon, Philippines beBeeLeadership Full time $60,000 - $80,000
Customer Support Team Lead Job Summary">

As a Customer Support Team Lead, you will play a pivotal role in leading and developing our client's Customer Support Team. This role is responsible for overseeing day-to-day support operations, coaching support specialists, and ensuring exceptional service delivery.

Key Responsibilities:
  • Supervise, mentor, and develop a team of customer support specialists to deliver outstanding client experiences
  • Oversee daily support operations including ticket management, call queues, and escalations
  • Monitor team performance, set Key Performance Indicators (KPIs), and ensure consistent service levels are 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:
  • Professional English fluency
  • Experience using Salesforce or similar CRM systems
  • 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 (Desirable)
Working Conditions:

This position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines. If you have a passion for delivering exceptional customer support, thrive in a dynamic environment, and seek a challenging opportunity, we invite you to apply for this position.

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