Customer Service Team Lead

3 days ago

Pasig, National Capital Region, Philippines Seven Seven Global Services, Inc. Full time
Role Overview

The CSR Team Lead is a front-line leader responsible for guiding, coaching, and supporting a team of Customer Service Professionals (CSPs) in a fast-paced, inbound financial services environment. This role balances people leadership with hands-on operational support, ensuring exceptional customer experiences while driving team performance, engagement, and continuous improvement.

The ideal candidate is customer-obsessed, dependable, and proactive. Someone who leads by example, motivates others, and takes ownership of both customer outcomes and team success.


Key Responsibilities
  • Lead, coach, and support a team of CSRs to consistently deliver high-quality customer service across phone, email, and digital channels
  • Serve as an escalation point for complex or sensitive customer and financial professional inquiries, ensuring timely and effective resolution
  • Monitor individual and team performance metrics; provide regular, actionable feedback and coaching to improve results
  • Foster a culture of accountability, collaboration, compassion, and continuous improvement
  • Support onboarding, training, cross-training, and knowledge-sharing across legacy and new products
  • Assist team members with subject matter questions and navigating complex systems or processes
  • Identify process gaps and improvement opportunities; proactively recommend and support changes to enhance the customer experience
  • Ensure adherence to company policies, procedures, compliance standards, and attendance expectations
  • Partner with management and cross-functional teams to support service initiatives and evolving business needs
  • Maintain hands-on involvement in customer interactions as needed, modeling best practices and service excellence

What You Can Expect
  • Daily interaction with both Customers and Financial Professionals in a highly collaborative service environment
  • Opportunities to influence and improve developing service processes and team workflows
  • Exposure to back-office operations and processing functions
  • A fast-paced, dynamic environment with tiered promotional opportunities based on performance
  • A role that goes beyond a traditional contact center—helping customers make informed decisions about their financial wellness
  • Career growth within a Fortune 500, award-winning financial services organization

What You Need
  • Prior experience in customer service, contact center operations, or team leadership (financial services experience is a strong plus)
  • College degree strongly preferred
  • Strong people leadership and coaching skills with the ability to motivate and develop others
  • Proven record of dependability, punctuality, and accountability
  • Ability to learn, retain, and apply complex technical and product knowledge quickly
  • Comfortable giving and receiving frequent, detailed performance feedback
  • Excellent oral and written communication skills
  • Proficiency with keyboarding and Windows-based applications, including internet tools
  • Strong organizational, prioritization, and problem-solving skills
  • Ability to balance independent decision-making with teamwork and collaboration
  • Customer-first mindset with a passion for delivering high-quality service

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