Customer Support Leadership Role

2 days ago

Calamba, Calabarzon, Philippines beBeeLeadership Full time ₱832 - ₱1,148

Job Title: Leadership Role for Customer Support Team

The role of the Customer Support Team Lead is crucial to our organization's success. We are looking for a seasoned professional to oversee our day-to-day support operations and develop our Customer Support Team.

Key Responsibilities:

  • Supervise, mentor, and develop a team of customer support specialists to deliver exceptional client and user experiences.
  • Oversee daily support operations including ticket management, call queues, and escalations.
  • Monitor team performance, set KPIs, and ensure service levels (SLA/response times) are consistently met.
  • Handle complex customer issues and serve as the point of escalation for high-priority cases.
  • Collaborate with Technical Support, Operations, and Field teams to resolve cross-functional 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.
  • Track and report on customer support trends, recurring issues, and opportunities for product/service improvement.

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.
  • Bachelor's Degree (Nice to have).

What We Offer:

  • A dynamic and supportive work environment.
  • Opportunities for growth and professional development.
  • A competitive salary and benefits package.
  • A collaborative and innovative team culture.

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