CoE Team Lead I: 24/7 Ops Leader & Coach

United States Digital Space LLC; Mabalacat; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits

Job summary

United States Digital Space LLC seeks a COE Team Lead I to empower a 24/7 support team, driving performance and operational excellence. You’ll coach specialists, manage metrics, and own escalation handling while shaping scalable processes.

The role requires leadership experience in customer service, strong Google Suite skills, and the ability to work nights and weekends. You’ll partner with HR and Recruiting to build a diverse, high-performing team.

Qualifications

• At least 1 year of direct people management experience.
• Experience in a retail, hospitality, or customer service environment.
• Proficiency with Google Suite and basic project management skills.
• Ability to work within a 24/7 environment, including nights, weekends, and holidays.

Responsibilities

• Lead, coach, and motivate a team of specialists to deliver high-performing results.
• Manage performance metrics and adherence to policies in a fast-moving, 24/7 environment.
• Navigate escalations, owning problems or guiding cross-functional partners for solutions.
• Identify patterns in team performance and develop targeted coaching plans.
• Lead improvements on support logic and processes to enhance agent and customer experience.
• Perform root cause analysis on escalations and gaps, implementing corrective actions.
• Collaborate with Recruiting and HR to hire, onboard, and develop the team.

Skills

Leadership

People management

Coaching

Google Suite

Project management

Communication

Adaptability

Tools

Google Suite

Job description

United States Digital Space LLC seeks a COE Team Lead I to empower a 24/7 support team, driving performance and operational excellence. You’ll coach specialists, manage metrics, and own escalation handling while shaping scalable processes.

The role requires leadership experience in customer service, strong Google Suite skills, and the ability to work nights and weekends. You’ll partner with HR and Recruiting to build a diverse, high-performing team.