Customer Service Team Director

2 days ago

Manila, National Capital Region, Philippines beBeeLeadership Full time $90,000 - $120,000
Job Overview

We're seeking a visionary leader to head our Customer Service Team. As a key player in driving exceptional customer support, you'll motivate and mentor our team to deliver top-notch service for e-commerce brands.

Key Qualifications
  • A minimum of 3 years' experience in leadership roles within customer service departments.
  • Demonstrated expertise in e-commerce customer service, including proficiency with platforms like Shopify, BigCommerce, or Amazon.
  • Strong command of the English language, both written and spoken.
  • Familiarity with industry-standard support tools, such as G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
  • Proven track record of managing KPIs, attendance, and performance with precision.
  • Experience in regular team coaching, one-on-one mentoring, and performance reviews.
  • Ability to assess team well-being and provide necessary support.
  • Analytical skills to create, interpret, and act on performance reports.
Responsibilities
  • Lead and monitor agent performance to ensure consistent achievement of KPIs.
  • Conduct regular coaching sessions and offer personalized guidance to help team members succeed.
  • Evaluate performance bi-annually and recommend opportunities for growth, promotions, or recognition.
  • Promote a positive, supportive, and high-performance work environment.
Requirements
  • A personal computer with at least an i5 processor.
  • A minimum internet speed of 20 Mbps (both upload and download).

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