Ideal Leader for Exceptional Customer Support

20 hours ago

Cebu City, Central Visayas, Philippines beBeeCustomerSupportLead Full time ₱2,500,000 - ₱3,500,000
Job Overview

The Customer Support Team Lead will play a crucial role in leading and developing the client's support team. This position is responsible for overseeing day-to-day support operations, coaching specialists, and ensuring clients and users receive top-tier service.

Key Responsibilities
  • Supervise, mentor, and develop a team of customer support specialists to deliver exceptional client 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
Required Skills and 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 (Preferred)
Working Conditions

This position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines. If you have a keen interest in delivering exceptional customer support, we invite you to apply for this challenging opportunity.

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