Customer Service Assistant Team Leader – US Shift

12 hours ago

Pasig, National Capital Region, Philippines KMC Solutions Full time $60,000 - $80,000 per year

Make your next big career move by applying as KMC Solutions' next ASSISTANT TEAM LEADER – US MARKET

We're looking for a people-focused, high-energy Team Leader to help guide our new BSD support team in Manila. This is a great opportunity for someone stepping into or early in their leadership journey, who has the drive, attitude, and vision to grow with the role. You'll be leading a small, high-performing team that supports US-based prescribers, patients, and partners. Your focus will be on coaching, motivating, and developing your people to deliver service that's accurate, caring, and consistently excellent. You'll also play a key role in shaping how this team grows, embedding a culture of collaboration, quality, and continuous improvement from day one.

On top of your salary, here are the exciting benefits you can look forward to:

  • Competitive salary and leadership benefits.
  • A genuine opportunity to grow your leadership career with a supportive team and experienced mentors.
  • Comprehensive onboarding and client-specific training.
  • A chance to be part of Symbos' growth story while shaping a high-care, high-performance team from the ground up.
  • A workplace where people care about you, your growth, and delivering great outcomes every day.

The main responsibilities of a ASSISTANT TEAM LEADER – US MARKET include:

  • Lead and inspire a small team of CX Specialists to deliver exceptional service every day.
  • Coach and develop team members to achieve both individual and team KPIs.
  • Handle escalations with empathy, professionalism, and a solutions-first mindset. Page 2 of 2
  • Ensure all processes are followed accurately and consistently.
  • Track team performance and provide constructive feedback and recognition.
  • Hold regular 1:1s and team huddles to share updates, address challenges, and celebrate wins.
  • Collaborate with the Operations Manager and client to identify improvements and growth opportunities.
  • Support onboarding and training of new team members as the account expands.

To apply, you must be an expert on the following requirements:

  • Leadership experience in a contact centre, CX, or related environment (team leader, supervisor, senior agent, or similar).
  • Experience supporting US-based customers, ideally in retail, insurance, or healthcare.
  • Strong English communication skills—clear, confident, and approachable.
  • Passion for coaching and motivating others to be their best.
  • Ability to see the bigger picture, think ahead, and adapt as the team grows.
  • Comfortable working US business hours and adapting to seasonal peaks.

It will also be favorable if you are knowledgeable in:

  • Experience in small or start-up teams.
  • Familiarity with CRM or case management systems.
  • Strong organisational and problem-solving skills

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