Team Leader – Customer Support & Operations
Company:Lumimeds
Location:Philippines, EST, PST
Languages:English
Seniority level:Lead, 4+ years
Experience:4+ years
Skills:
LeadershipPeople ManagementProject CoordinationOperations ManagementMentoringCoachingExcellent communication skillsFluency in EnglishQuality AssuranceCRMCustomer supportSaaS
Requirements:
4+ years experience in Customer Support. At least 2 years in a leadership/mentor role. Proven track record of taking initiative and finding solutions. Ability to find answers using knowledge base, history, and SOPs. Comfortable making judgment calls in a fast-paced environment. Excellent written and verbal communication skills in English. Stable internet connection, quiet environment, and impeccable attendance. Experience with SaaS, Telehealth, or complex CRM tools is a plus.
Responsibilities:
Own the shift by managing coverage, attendance, and workflow distribution. Analyze metrics (response time, CSAT, QA) and intervene proactively. Handle complex escalations and agent questions. Mentor agents on quality, tone, and resource utilization. Enforce SOPs and workflows, and suggest process improvements. Provide data, insights, and proposed solutions in leadership reports.
