Chat Support Team Lead

Leading Connections, One Chat at a Time

Guide a team, elevate customer experiences, and power up telco support with your leadership.

Balance your passion for leadership with the life you love outside of work. This role offers the chance to lead a high-performing chat support team. Build your global career in telecommunications while still having time for what matters most.

Job Description

As a Chat Support Team Lead, you will oversee a team of chat support agents, ensuring top-tier customer experiences through coaching, performance management, and technical guidance. You'll drive results by balancing leadership, compliance, and customer care in a fast-paced telco environment.

Job Overview

Employment type: Full-time

Shift: Day Shift

Work setup: Onsite, Megatower, Ortigas

Exciting Perks Await

• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• HMO coverage with free dependent upon regularization
• Day shift schedule
• Fixed weekends off
• 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 )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• 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

• Minimum 2 years' leadership experience.
• Prior experience in chat support, preferably for international telco accounts (AU Telco experience is an advantage but not required).
• Strong knowledge and background in technical support.
• Ability to multitask effectively in a fast-paced environment.

Your Daily Tasks

Team Leadership & Performance Management

• Lead and manage a team of chat support agents, ensuring high levels of performance, productivity, and customer satisfaction.
• Set clear performance expectations and provide ongoing coaching to enhance team skills.
• Conduct regular 1:1 coaching sessions and team meetings to review performance, provide feedback, and address concerns.
• Monitor key performance indicators (KPIs) such as NPS, ASA, AHT, FCR, and resolution rates, ensuring targets are met.
• Foster a positive and collaborative team environment that encourages continuous improvement and professional growth.

Technical Support & Troubleshooting

• Act as an escalation point for complex technical issues, guiding agents in resolving customer problems efficiently.
• Collaborate with internal teams (Products, Operations, and Quality) to address technical concerns and improve support processes.
• Ensure adherence to telecom regulatory and compliance requirements in Australia when handling customer queries.

Chat & Back-office Support Management

• Oversee chat and back-office support channels, ensuring consistent service quality across all customer touchpoints.
• Support agents in managing multiple chat interactions while maintaining accuracy, efficiency, and customer satisfaction.
• Handle escalated inquiries related to technical issues, pending orders, and billing concerns.
• Utilize chat and call analytics to identify trends and implement improvements in support workflows.

Operational & Administrative Responsibilities

• Participate in regular strategy meetings with leadership to improve team performance and customer experience.
• Support recruitment, and coach new agents to build a strong and knowledgeable support team.
• Perform additional duties as required by management to support overall business objectives.

About the Client

Keeping People Connected Across the Globe

Our client is a dynamic telecommunications company that delivers seamless internet and connectivity solutions to individuals and businesses. With a reputation for innovation and reliability, they provide high-quality services that keep people and organizations connected wherever they are. By joining their team, you'll contribute to powering global communications in a fast-paced industry that never stops evolving.

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