Senior Customer Support Team Lead Position

1 day ago

Marikina City, National Capital Region, Philippines beBeeLeadership Full time ₱2,000,000 - ₱2,500,000
Customer Support Team Lead Role

This is a senior-level position responsible for leading and developing our client's Customer Support Team. The ideal candidate brings hands-on experience in customer support leadership, thrives in a fast-paced environment, and knows how to balance team development with performance metrics.

  • Job Summary: To oversee day-to-day support operations, coach support specialists, and ensure exceptional client and user experiences.
  • Main Responsibilities:
    • Supervise, mentor, and develop a team of customer support specialists to deliver top-tier service.
    • 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 cross-functional teams to resolve 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.
  • Required Skills and 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.
  • Benefits:
    • Opportunity to work in a dynamic environment.
    • Chance to develop a team and improve processes.
    • Role involves handling complex customer issues.

This role may require occasional evening or weekend work to accommodate different time zones or meet project deadlines. If you have a keen interest in business process outsourcing, thrive in a dynamic environment, and want to deliver exceptional customer support, we invite you to apply.

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