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Team Leader – Customer Support

2 weeks ago

Makati City, National Capital Region, Philippines Private Advertiser Full time $90,000 - $120,000 per year
Job Summary:

We are seeking an experienced and proactive Team Leader to oversee our Non-Voice Customer Support team. This role is responsible for ensuring the team meets performance metrics, maintains high-quality customer service, and adheres to process standards. The ideal candidate has strong leadership skills, excellent communication abilities, and a proven track record in customer service operations, particularly in chat, SMS/text, and email-based support.

Key Responsibilities:
  • Lead and manage a team of Customer Support Agents handling inquiries via chat, SMS/text, and email.
  • Monitor daily team performance to ensure adherence to SLAs, response time targets, and quality standards.
  • Conduct regular coaching, mentoring, and performance reviews to drive continuous improvement.
  • Ensure that at least 80% of chats are responded to within 3 minutes and agents meet or exceed a 90% quality audit score.
  • Coordinate with the escalation team (AST) for issues that require advanced handling or voice-based resolution.
  • Support team in achieving goals related to productivity, accuracy, and customer satisfaction.
  • Generate and analyze team performance reports, identifying trends and areas for improvement.
  • Maintain strong communication with HR, QA, and Operations teams for seamless workforce management.
  • Enforce compliance with all internal processes, procedures, and company policies.
  • Assist in onboarding and training of new team members.
Qualifications:
  • At least 2 years of experience in a Team Leader or Supervisory role in a BPO or customer service setting.
  • Strong background in non-voice customer service operations (chat, email, SMS/text).
  • Excellent written and verbal communication skills with attention to detail.
  • Proven ability to motivate and lead teams in a fast-paced, metrics-driven environment.
  • Comfortable using digital platforms, CRM systems, and reporting tools.
  • Strong problem-solving and conflict resolution skills.
  • Must be willing to work onsite in Makati on a graveyard shift schedule.
Employment Type:
  • Project-Based (3 months) with potential for regularization based on performance
  • Job Type: Fixed-term
Benefits:
  • Paid training
  • Opportunities for promotion
  • Potential for regular employment