Elevate Your Leadership Career as a Customer Service Team Lead

2 days ago

Manila, National Capital Region, Philippines beBeeLeadership Full time $60,000 - $85,000

Customer Service Leaders play a pivotal role in guiding teams toward success. As our next Customer Service Team Lead, you will motivate and elevate our customer support teams to deliver exceptional service for e-commerce brands.

Responsibilities:
  • Lead with Impact: Minimum 3 years of leadership experience in a customer service environment is required.
  • E-commerce Expertise: A proven background in e-commerce customer service (Shopify, BigCommerce, or Amazon experience a plus) is essential.
  • Communication Skills: Strong command of English, both written and spoken, is necessary for this role.
  • Technical Skills: Familiarity with support tools like G Suite, Zendesk, Freshdesk, Intercom, or Gorgias is required.
  • Performance Management: Track record in managing KPIs, attendance, and performance with precision is expected.
  • Critical Thinking: Experienced in regular team coaching, one-on-one mentoring, and performance reviews.
  • Team Well-being: Ability to assess team well-being and provide support where needed.
  • Data Analysis: Analytical skills to create, interpret, and act on performance reports are crucial.
Key Performance Indicators:
  • Agent Performance: Lead and monitor the performance of your assigned agents to ensure KPIs are consistently met or exceeded.
  • Coaching Sessions: Conduct regular coaching sessions and offer personalized guidance to help team members succeed.
  • Performance Evaluation: Evaluate performance bi-annually and recommend opportunities for growth, promotions, or recognition.
  • Culture Promotion: Promote a positive, supportive, and high-performance culture.
Requirements:
  • Hardware Requirements: Personal computer with at least an i5 processor (or equivalent).
  • Internet Speed: Minimum 20 Mbps internet speed (both upload and download).

Be the leader your team will look up to. Help us redefine customer service excellence by applying today.

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