Shift Lead

3 days ago

Philippines Extenteam Full time ₱15,000 - ₱30,000 per year
About the Role – Shift Lead (Tailwind
You'll join our Tailwind team, supporting smaller short-term rental operators with outstanding guest communication and property management services. Tailwind combines smart technology with real people to deliver 24/7 guest support, helping our partners provide exceptional experiences while growing their businesses.
As a Shift Lead, you will oversee the performance and flow of your shift — ensuring agents meet service standards, metrics are maintained, and daily operations run smoothly. This role bridges the gap between the agents and the team leads, providing operational stability, performance oversight, and in-shift coordination to maintain service excellence Key Responsibilities
  • Monitor shift performance and ensure team adherence to SLA, productivity, and quality targets.
  • Assign roles, responsibilities, and task coverage across the shift.
  • Manage break schedules and ensure optimal coverage at all times.
  • Review real-time metrics (response times, queue volume, missed messages, etc.) and take corrective action when needed.
  • Serve as the first point of contact for in-shift escalations, ensuring issues are resolved promptly.
  • Provide daily updates to the Team Lead regarding performance, partner issues, or staffing concerns.
  • Assist with onboarding and supporting new agents within the shift.
  • Maintain alignment with company tone, standards, and communication expectations.
  • Collaborate with Team Leads and QA to identify performance trends and areas for improvement.
  • Lead by example through professionalism, attention to detail, and consistent performance.
Foundational Requirements
  • Excellent written and verbal English skills for phone, text, and email communication.
  • Must be located in the Philippines.
  • Previous experience in guest services, reservations, or a related leadership/support role.
  • Strong organizational, multitasking, and time management abilities.
  • Ability to work independently and make real-time decisions in a remote environment.
  • Proficiency in monitoring dashboards, metrics, and reporting tools.
  • Short-term vacation rental experience (PMS, OTA platforms, or guest communication services) is required.
  • Proven ability to maintain composure under pressure and resolve issues quickly.
  • Detail-oriented mindset with a commitment to excellence and consistency.
  • Willingness to learn new tools and technologies quickly.

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