CSR Team Leader

3 days ago

San Fernando, Central Luzon, Philippines Emapta Full time

Lead the Frontline of Customer Success in Construction Technology

Guide a high-performing support team in an industry redefining how homes are measured, visualized, and improved. This opportunity places your leadership at the forefront of a global construction tech ecosystem-empowering professionals who rely on precise digital tools to serve homeowners and contractors. If motivating people, refining processes, and elevating customer satisfaction fuel your expertise, this position lets your impact scale worldwide.

Job Description

As a CSR Team Leader, you will mentor, coach, and guide a team of Customer Service Representatives supporting users of advanced 3D home visualization and measurement software. You'll oversee team productivity, refine workflows, and ensure every customer interaction reflects accuracy, empathy, and excellence across the construction technology landscape.

Job Overview

Employment type: Full-time

Shift: Night Shift, Consecutive Off

Work setup: Hybrid, Clark, Pampanga

Salary: PHP 58, PHP 60, Monthly Performance-Based Incentives

Exciting Perks Await

  • Competitive Salary Package
  • Monthly Performance-Based Incentives
  • HMO coverage with free dependent upon regularization
  • Hybrid work arrangement
  • Prime office location in Pampanga (Conveniently accessible by PUVs, with nearby restaurants and banks)
  • Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
  • Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
  • Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
  • Unlimited opportunities for employee referral incentives across the organization
  • Standard government and Emapta benefits
  • Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
  • Fun engagement activities for employees
  • Mentorship and exposure to global leaders and teams
  • Career growth opportunities
  • Diverse and supportive work environment

The Qualifications We Seek

  • 1 to 3 years of relevant leadership or customer service experience.
  • Proven ability to manage team goals, coach effectively, and inspire performance.
  • Demonstrated consistency in attendance and schedule compliance.
  • Strong analytical and communication skills.
  • Excellent problem-solving and conflict resolution abilities.
  • A proactive, people-first leader who thrives in a fast-paced global environment.

Your Daily Tasks

  • Serve as a leader for front-line CSRs by demonstrating exceptional product knowledge and process mastery.
  • Manage team performance goals for CSAT averages, case volume, first response times, and ORT times.
  • Guide the team to consistently deliver high-quality case resolutions and follow established processes.
  • Lead by example through attendance consistency and schedule adherence.
  • Conduct evaluations, quality checks, and coaching sessions to maintain performance excellence.
  • Monitor team metrics, attendance, and compliance with targets and timelines.
  • Foster team collaboration and continuous improvement across operations.

About the Client

Our client is a leading U.S.-based construction technology company that transforms how professionals measure, design, and estimate through innovative digital tools. By combining advanced 3D visualization and real-world precision, they empower builders, roofers, and contractors to work smarter and deliver exceptional results faster-redefining efficiency across the construction industry.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra

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