Operations Team Lead

About Penbrothers

Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.

About the Client

Our client is a leading all-in-one platform that enables individuals, entrepreneurs, and businesses to create, host, and manage professional websites without technical complexity. Operating on a subscription-based model, they offer a range of tools including customizable templates, e-commerce solutions, domain registration, and integrated marketing functionalities. Serving a diverse customer base - from small businesses and creative professionals to online merchants - they help clients establish and grow their digital presence efficiently. Backed by a strong history of innovation and a commitment to design excellence, our client continues to lead in simplifying online presence management for users worldwide.

About the Role

Our client is seeking an Operations Team Lead to join their award-winning Customer Operations department. This leadership role is central to driving excellence across service delivery, team performance, and customer satisfaction. You'll lead a team of Customer Support Advisors or Associates, managing performance, engagement, and professional development. You'll collaborate closely with peers and senior leadership to streamline support operations across Zendesk (or similar support platforms), optimize queue management, and strengthen overall team capability. Your mandate: build a high-performance culture that balances operational discipline with empathy and growth.

What you'll do

• Foster a positive, performance-driven team culture, ensuring full alignment with company policies, KPIs, and service standards.

• Oversee daily team operations—monitor workloads, manage SLAs, and ensure consistent delivery across customer support platforms

• Manage a team of agents who are Tier 2 technical support specialists capable of handling complex, product-driven, or SaaS-related issues (e.g., domain mapping, troubleshooting, account-level escalations).

• Use Zendesk or similar tools to track metrics, analyze trends, and drive operational improvements.

• Keep the team informed of product updates, policy changes, and strategic initiatives, ensuring clarity and engagement.

• Conduct bi-annual performance reviews, provide structured feedback, and align compensation decisions with results and contribution.

• Partner with Learning & Development to drive professional growth through regular 1:1s, coaching, and targeted upskilling.

• Lead the recruitment, hiring, and onboarding of new team members to build a capable and resilient support team.

• Manage customer escalations with advanced communication and problem-solving skills to de-escalate complex cases.

• Step in to assist in active queues during peak operational periods when additional leadership support is required.

What You Bring

• At least 5 years managing customer support teams of 5+ contributors, including experience in hiring and onboarding within global business services or BPO environments.
• Demonstrated expertise using Zendesk or equivalent support platforms to manage teams, monitor SLAs, and optimize workflows.
• Proven track record in performance management, coaching, and KPI delivery, with a strong focus on quality and team morale.
• Experience resolving operational and people management challenges while fostering collaboration and accountability.
• Data-driven mindset with experience in reporting, analytics, and continuous process improvement.
• Strong communication and change management skills, capable of aligning teams around new initiatives and evolving processes.
• Familiarity with website hosting, CMS, or SaaS environments is advantageous.
• Flexibility to work a dayshift schedule covering APAC hours.

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.

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.