Customer Service Team Lead

1 week ago

Ortigas Metro Manila, Philippines iSupport Worldwide Full time ₱1,200,000 - ₱2,400,000 per year

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

We are looking for a Customer Service Team Lead to supervise a back-office team handling client account reconciliation and email support. The role involves ensuring service accuracy, coaching team members, analyzing service trends, and collaborating with cross-functional departments to resolve escalated issues while driving process improvements.

You will provide the best service to our partner brands by performing these tasks:

  • Lead and supervise a team of Customer Service Representatives for reconciliation and email support.
  • Monitor daily operations to ensure accurate client account reconciliation and data updates.
  • Review and respond to escalated client issues with timely and effective resolution.
  • Coach, train, and provide performance feedback to team members.
  • Ensure quality standards and response times for all email communications.
  • Collaborate with Finance, Operations, and Client Experience teams to address complex issues.
  • Analyze service trends and reconciliation errors to identify improvement opportunities.
  • Maintain performance documentation, reconciliation metrics, and client satisfaction reports.
  • Support process optimization initiatives and help develop SOPs for back-office workflows.
Who are we looking for?
  • Bachelor's degree in Business, Finance, or a related field.
  • Experience in customer service or operations, with supervisory exposure.
  • Strong leadership and team management skills.
  • Excellent written communication skills for email/chat support.
  • Proficiency in Microsoft Excel and Google Sheets for data tracking and reporting.
  • Experience in reconciliation, account servicing, or back-office operations.
  • Familiarity with CRM platforms (Sticky DOT IO experience is a plus).
  • High attention to detail and accuracy in handling client data.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Exposure to SOP development, process optimization, and trend analysis.
  • Strong cross-functional collaboration abilities.
Company Perks:
  • Above-industry salary package and incentives
  • Comprehensive HMO benefits and life insurance from day 1
  • Free learning and development courses for your personal and career growth
  • Dynamic company events
  • Opportunities for promotion
  • Free meals and snacks

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