Lead Customer Support Specialist

3 days ago


Davao City, Davao, Philippines Wear The Shield Full time

We're looking for an exceptional Team Lead to join our fast-growing team at Wear The Shield. As a Team Lead, you'll play a critical role in driving the success of our Virtual Assistants and contributing to our company's mission.

The successful candidate will possess excellent leadership skills, a strong background in customer service, and experience working with e-commerce platforms. They will be expected to lead by example, motivate agents to perform at their best, and foster a positive and supportive team environment.

Responsibilities:

  • Lead and develop a high-performing team of Virtual Assistants
  • Coach and mentor agents to achieve outstanding results
  • Develop and implement strategies to improve team performance and efficiency
  • Cultivate a positive and inclusive team culture

Requirements:

  • 3+ years of leadership experience and customer service background
  • Strong English communication skills (written and spoken)
  • Experience with Shopify, BigCommerce, and Amazon a plus
  • Familiarity with tools like G Suite, Zendesk, Freshdesk, Intercom, or Gorgias is advantageous
  • Expertise in managing performance, attendance, and KPIs
  • Skilled in bi-weekly team coaching and 1-on-1 sessions
  • Ability to assess agent health, safety, and welfare
  • Proficient in creating and analyzing performance reports
  • Experience in conducting performance reviews and agent development

Perks:

  • $6/hr + Performance & Recognition Bonuses
  • Health & Dental Insurance
  • Paid Time Off
  • Year-End Bonus
  • Performance & Recognition Incentives


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