Customer Service Team Leader | Permanent - Full Time

• 📍 Remote – Open to candidates in the Philippines
• ⏱️ Full-Time | Permanent
• 💻 Use Your Own Device

📅 About the Role

As a Customer Experience Team Lead , you will lead and develop a team of Customer Service Agents to deliver an exceptional support experience that reflects the client's brand values and customer-first approach. You will be responsible for driving team performance, maintaining high-quality standards, coaching and developing your team, and ensuring operational excellence across all customer interactions. Working closely with stakeholders, you will play a key role in developing a high-performing, collaborative team that consistently delivers outstanding service and contributes to the client's continued growth.

💬 What You’ll Do

Leading and supporting a team of Customer Service Agents to deliver exceptional customer service

Overseeing the inbox to ensure high productivity, SLA adherence, and efficient workload management

Ensuring the team is working in the correct inbox views and prioritising work effectively

Monitoring daily operational plans and ensuring ad-hoc tasks are completed as required

Providing real-time support through internal communication channels, escalating issues where appropriate

Driving customer satisfaction by meeting and exceeding CSAT, response time, ticket handling and resolution targets

Coaching your team on customer retention techniques, subscription management and delivering value-driven conversations

Conducting regular 1-2-1s, performance reviews and coaching sessions to develop team capability

Completing quality assurance reviews, providing actionable feedback and participating in calibration sessions to maintain consistency

Producing weekly performance reports and using data to identify opportunities for improvement

Monitoring customer trends, recurring issues and operational risks, escalating findings and recommending process improvements

Acting as the first point of contact for day-to-day operational issues and helping the team overcome blockers

Supporting onboarding and training of new team members where required

🎯 What You Bring

Passionate about delivering exceptional customer experiences

An excellent communicator, both written and verbal

Known for maintaining high quality standards and attention to detail

Calm and organised in a fast-paced environment

Analytical, proactive and solutions-focused

Highly collaborative with a positive, can-do attitude

Accountable, reliable and comfortable making decisions

Adaptable and excited by working in a growing startup environment

Experience leading, mentoring or coaching team members

A proven track record of working in a high-volume customer support environment.

Strong understanding of customer satisfaction metrics and operational KPIs

Experience with subscription-based products and customer retention strategies is desirable

Flexibility to work weekends and public holidays as part of a rotating schedule

Experience using customer support platforms (such as Gorgias, Zendesk, Shopify or similar) is advantageous

🚀 Interested? Apply now to be part of our candidate pool! We look forward to connecting with you.