Elevate Customer Experience as a Customer Support Leader

1 day ago

Manila, National Capital Region, Philippines beBeeSupport Full time ₱16,000 - ₱24,900

Customer Support Leader Opportunity

The customer support leader oversees and enhances customer service operations, focusing on employee performance, customer relationships, and team dynamics.

This role develops the support team's skills, ensures resources are in place, and promotes a customer-centric culture.

Duties and Responsibilities:
  • Develop training programs for agents, improving their skills, product knowledge, and customer service techniques.
  • Collaborate with leadership to recruit, onboard, and retain high-performing customer support agents.
  • Monitor performance metrics and identify trends to guide professional development initiatives.
  • Manage performance reviews, setting clear goals and providing feedback for continuous improvement.
  • Foster a positive team environment, ensuring employees feel motivated, valued, and recognized.
  • Organize coaching and workshops to maintain customer service standards.
  • Work with leadership to address concerns, resolve conflicts, and maintain team morale.
Required Skills / Qualifications:
  • At least 5 years of proven experience in customer support management, preferably in e-commerce or logistics.
  • Experience managing multiple teams, with strong leadership and mentoring skills.
  • Excellent communication and interpersonal skills.
  • Ability to work cross-functionally with operations and leadership teams.
  • Strong organizational and time management skills.
  • Experience with performance management, feedback, and employee development.
  • Proficiency in customer service software (e.g., Zendesk) is required.

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