Customer Service Team Lead

6 days ago

Dumaguete, Central Visayas, Philippines Tarro Full time ₱1,200,000 - ₱2,400,000 per year

About us:Here at Wonders we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our platform. In-turn empowering them to focus on creating a better experience for their customers while helping their business thrive.We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeedTo learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here What we're looking for:We're seeking a Customer Support Team Lead to join our growing team in Dumaguete City, Philippines. In this role, you'll lead, develop, and inspire a team of frontline agents to deliver outstanding customer support experiences. You'll be a hands-on leader who drives performance through coaching, process improvement, and cross-functional collaboration.This is a dynamic opportunity to directly shape frontline operations, strengthen team culture, and play a pivotal role in improving the customer experience for our restaurant partners.What you'll accomplish:Lead and Develop the Team: Manage 16+ agents, driving consistent performance through coaching, structured feedback, and career development.Drive Operational Excellence: Oversee day-to-day operations, apply root cause analysis, and implement sustainable improvements to boost quality and productivity.Manage Performance and Accountability: Track KPIs, close performance gaps, recognize high performers, and support underperformers with structured coaching.Collaborate Cross-Functionally: Partner with Product, Training, QA, and Operations to share insights and support smooth rollouts of new processes and tools.Report and Share Insights: Consolidate data on performance, pain points, and customer trends into actionable recommendations for leadership.Year 1 Expected DeliverablesPerformance & Coaching Stability: Achieve consistent KPI attainment (conversion, quality, adherence) for at least 3 quarters; establish standardized coaching frameworks; and ensure 80%+ improvement among coached team members.Agent Tenure & Retention: Reduce voluntary attrition by 10–15% YOY through stronger engagement, recognition, and career development initiatives.Leadership Impact: Build reliable reporting rhythms and be recognized by cross-functional partners as a trusted, consistent feedback channel.Success Metrics84% CCR500 MR92 AHT

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