Team Lead

Job Title: Lead Customer Service Representative (Lead CSR)

Company: Q-Commerce Inc.

Department: Customer Experience / Operations

Work Setup: Onsite

Reports To: Customer Support Supervisor / Customer Experience Manager

About Q-Commerce Inc.

Q-Commerce Inc. is a rapidly expanding digital commerce company focused on delivering fast, reliable, and high-quality customer support solutions. We aim to elevate customer satisfaction through efficient communication, well-defined processes, and exceptional service delivery. As we continue to grow, we are looking for a strong leader who can guide and support our CSR team in achieving service excellence.

Job Summary

The Lead Customer Service Representative (Lead CSR) is responsible for supervising day-to-day chat support operations, assisting CSRs in resolving complex concerns, monitoring team performance, and ensuring high-quality customer service delivery. This role acts as the first line of support for escalations, provides coaching to team members, and collaborates with internal departments to improve overall customer experience.

Key ResponsibilitiesTeam Support & Leadership

• Act as the primary point-of-contact for CSRs needing support or guidance during their shifts.
• Assist team members with handling complex inquiries, escalated issues, or system concerns.
• Conduct regular check-ins, provide coaching, and ensure adherence to customer service guidelines.
• Help maintain a positive and productive team environment.

Operations Management

• Monitor real-time chat volumes, queues, service levels, and team performance metrics.
• Ensure that all CSRs follow the standard processes, scripts, and protocols.
• Assist with scheduling, task delegation, and workload balancing when needed.
• Support the Supervisor in implementing updates, process changes, and action plans.

Quality & Performance Tracking

• Review chat transcripts and assess the quality of customer interactions.
• Identify performance gaps and recommend training, coaching, or process improvements.
• Ensure team meets KPIs such as response time, resolution rate, customer satisfaction, and accuracy.
• Prepare daily or weekly reports summarizing team performance and customer issues.

Escalation Handling

• Manage customer concerns that require advanced support or deeper investigation.
• Coordinate with cross-functional teams (Logistics, Finance, Technical Support, Operations) to resolve escalated cases.
• Ensure resolutions are timely, accurate, and aligned with company policies.

Continuous Improvement & Communication

• Provide feedback on system bugs, recurring customer issues, and workflow bottlenecks.
• Suggest improvements to chat templates, FAQs, and SOPs.
• Communicate updates, announcements, and guidelines to the team clearly and promptly.

Additional Duties

• Assist in onboarding and training new CSR team members.
• Support the Supervisor or Manager in special projects or initiatives.
• Perform other related tasks as assigned to enhance overall customer experience operations.

Qualifications

• Bachelor's degree in any field (preferred, not required).
• At least 2–3 years experience in Customer Support or Chat Support; 1 year experience in a senior or lead role is an advantage.
• Strong written and verbal communication skills in English and Filipino.
• Proven ability to mentor, guide, and support a team of CSRs.
• Solid understanding of customer service processes, ticketing systems, and CRM tools.
• Excellent problem-solving, conflict-resolution, and decision-making skills.
• Ability to multitask, analyze data, and manage time efficiently.
• Flexible and able to work on shifting schedules, weekends, or holidays if required.

Key Competencies

• Leadership & Coaching
• Customer Service Excellence
• Critical Thinking & Problem-Solving
• Communication Skills
• Team Collaboration
• Accuracy & Attention to Detail
• Emotional Intelligence
• Adaptability
• Process Improvement Mindset

Why Join Q-Commerce Inc.?

• Competitive salary with leadership incentives
• Opportunity to grow into supervisory or managerial roles
• Supportive leadership and collaborative work culture
• Continuous learning and development
• Chance to lead a growing customer experience team

Job Type: Full-time

Pay: Php25, Php35,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person