Lead Customer Support Team

7 days ago

Dumaguete, Central Visayas, Philippines beBeeLeadership Full time $65,000 - $95,000
Job Overview

As a Customer Support Team Lead, you will play a pivotal role in directing and developing a team of support specialists. This position is responsible for overseeing daily support operations, providing guidance to team members, and ensuring clients and users receive exceptional service.

Responsibilities
  • Direct, mentor, and develop a team of customer support specialists to deliver outstanding client and user experiences
  • Oversee daily support operations including ticket management, call queues, and escalations
  • Monitor team performance, set Key Performance Indicators (KPIs), and ensure service levels are consistently met
  • Address 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 meetings, 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 enhancement
Requirements
  • Proficient English communication skills
  • Experience using Salesforce or similar platforms
  • Strong leadership and coaching abilities with the capacity 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 capabilities
  • Excellent communication and interpersonal skills
  • Fast learner with adaptability in a fast-paced environment
  • Bachelor's Degree (Desirable)
Working Conditions

This role may require occasional evening or weekend work to accommodate different time zones or meet project deadlines. If you are passionate about delivering exceptional customer support and thrive in a dynamic environment, we invite you to apply for this challenging opportunity.

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