Driving Customer Satisfaction Through Leadership

3 days ago

Mandaluyong City, National Capital Region, Philippines beBeeLeadership Full time $60,000 - $80,000
Customer Support Team Lead Role

In this pivotal position, you will spearhead the development and growth of a skilled customer support team. Your leadership and guidance will empower specialists to deliver unparalleled service excellence to clients and users alike.

Key Responsibilities:
  • Lead, mentor, and develop a high-performing team of customer support specialists to achieve exceptional client and user satisfaction.
  • Oversee daily support operations, including ticket management, call queues, and escalations, ensuring seamless delivery of services.
  • Monitor team performance, establish key performance indicators (KPIs), and maintain service level agreements (SLAs) for consistent results.
  • Cultivate relationships with complex customers, serving as the primary point of escalation for high-priority cases.
  • Foster collaboration between Technical Support, Operations, and Field teams to resolve cross-functional issues and drive process improvements.
Requirements:
  • Fluent English communication skills.
  • Experience utilizing Salesforce or similar platforms.
  • Strong leadership and coaching abilities to motivate and develop a team.
  • A minimum of 3 years in customer support, with at least 1 year in a supervisory or lead role.
  • Excellent organizational and multitasking skills.
  • Superior communication and interpersonal skills.
  • Adeptness in adapting to fast-paced environments.
  • Bachelor's degree preferred but not required.
Work Environment:

This role may occasionally require evening or weekend work to accommodate diverse time zones or meet project deadlines. If you are passionate about delivering outstanding customer support, thrive in dynamic environments, and possess a keen interest in business process outsourcing, we invite you to apply for this challenging opportunity.

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