Customer Service Team Lead
New
W
Wing AssistantAI-enabled workforce solutions
Metro ManilaFull-TimeLead
Salary40,000 - 50,000 PHP per month
Apply NowOpens the employer's application page
Job Details
- Languages
- Excellent written English
- Experience
- 4+ years in customer support/service, including 1+ year leading or coaching a team
- Required Skills
- CoachingReportingCustomer support
Requirements
- 4+ years of professional experience in customer support or service.
- 1+ year of experience in a team leadership or coaching capacity.
- Excellent written English proficiency and high standards for team documentation.
- Proven experience managing SLAs, ticketing queues, and support metrics.
- Ability to maintain high standards through consistent coaching.
- Calm and decisive decision-making skills during escalations.
- Experience using and presenting data from support dashboards.
- Reliable home internet connection.
- Dedicated professional remote workspace.
- Established backup connectivity solution.
Responsibilities
- Build the shift schedule and on-call rotation including evenings and weekends.
- Run daily standups to review SLA performance and escalations.
- Onboard and certify new representatives through drill-based assessments.
- Own weekly quality audits and provide coaching based on results.
- Enforce operational non-negotiables regarding ticket management and reply standards.
- Act as the primary escalation point and backstop for emergency issues.
- Maintain the routing playbook and support templates.
- Manage the support dashboard and present insights in weekly operations reviews.
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