Customer Support Team Lead

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a design-driven platform helping entrepreneurs build brands and businesses online. They empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Their suite of products includes websites, domains, ecommerce, marketing tools, as well as tools for scheduling and creating/managing social media presence. Their global team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia.

About the Role

Our client is seeking an engaging Team Lead to join their award-winning Customer Operations department. You will manage, mentor, and guide a team of Customer Support Advisors or Associates who are responsible for providing front-line customer advocacy. The organization is dedicated to providing customers with an exceptional experience, helping a diverse range of users—from individuals and local artists to entrepreneurs shaping iconic businesses—to navigate products so they can share their stories and create an impactful, stylish, and easy-to-manage online presence.

You will oversee the team's daily work to ensure they have the resources needed to meet all support goals. You'll also partner with peers and senior leadership to enhance support channels like email and live chat and help shape the broader department strategy. Your focus will be on strengthening team culture, boosting customer happiness, and promoting the professional development of your team members.

Work hours: APAC hours, PST, or as determined by the client

Work set-up: Remote

What you'll do

• Create a positive team culture. Manage your team's adherence to company policies, performance expectations, and support metrics
• Stay current on Squarespace product developments and policies, and communicate with your team to support them through frequent changes
• Keep the team informed about the department and our goals. Help contextualize new programs to increase engagement and support.
• Surface the team's feedback to promote agreement and collaboration with internal partners
• Write and provide team member feedback during bi-annual review cycles and deliver updates to compensation
• Foster a culture that values development. Encourage career development conversations in 1:1s, and find opportunities for your Advisors to work toward their career goals
• Partner with the Learning & Development team to coordinate training programs
• Help interview, hire, and onboard new Advisors
• Handle sensitive case escalations for the team, applying customer service skills to directly resolve complex cases and help frustrated customers
• Help with the support queues during peak chat and email hours as needed

What You Bring

• Open availability to work a 40 hour work week that spans weekends and holidays as our customers need us
• At least 3+ years experience directly managing customer support teams of 5+ individual contributors including experience with interviewing and hiring in a global business services or BPO environment
• Experience working with performance targets (KPIs) and motivating team members to exceed goals in an inclusive team environment
• Background in written and verbal performance communications as well as providing feedback via regular 1:1 meetings with direct reports
• Experience driving solutions for operational and people management challenges
• Driving team culture and unity on both their direct teams and the wider global Customer Operations team
• Experience with data analysis and project management
• Adaptivity to an ever-changing product suite
• Proven experience with change management

Nice to have

• Familiarity with a website building and hosting platform

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

Don't meet every single requirement? At Penbrothers we are committed to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but you don't feel 100% aligned with the qualifications, we encourage you to apply anyway. You may just be the right fit for this or other roles.

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

·   Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

·   Employee as our biggest asset: We are genuinely invested in our people's career and welfare.

·   Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

·   Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.