CS Team Lead

Risewave Consulting Inc.; Pasay; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health Insurance

HMO

Job summary

Risewave Consulting Inc. is seeking a Customer Service Team Lead to oversee the CSR team across email, chat, phone, and Amazon cases from Pasay. You will ensure service quality, manage escalation handling, and drive KPI achievement.

You will coach staff, monitor performance, and coordinate with cross-functional teams to maintain efficient workflows and compliance with company policies and standards.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• 3–5 years of customer service experience with supervisor experience.
• Experience handling multi-channel support including Amazon.
• Strong understanding of customer service KPIs (QA, SLA, CSAT, productivity).
• Proven leadership, coaching, and performance management skills.

Responsibilities

• Lead the day-to-day operations of the CSR team across email, chat, phone, and Amazon support channels.
• Monitor queues, ticket assignments, follow-ups, and overall workflow to ensure timely responses.
• Ensure adherence to service standards, SOPs, warranty/return policies, and guidelines.
• Coach and conduct regular 1:1 sessions, review QA, KPI reports, and performance plans.
• Coordinate with cross-functional teams to resolve escalations and maintain efficient workflows.

Skills

Customer service

Team leadership

Coaching

Communication

Education

Bachelor’s degree in Business Administration or related field

Tools

Ticketing systems

Reporting platforms

Job description

On-site - Pasay 3-5 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Performance Bonus

Government Mandated Benefits

Insurance Health & Wellness

Health Insurance, HMO

Location

Work Schedule

Monday to Friday, 10:00 PM – 7:00 AM

Reports To

Customer Service Manager

Job Overview

The Customer Service Team Lead is responsible for overseeing the daily operations of the

Customer Service Representative (CSR) team supporting customers across

multiple channels, including email, chat, phone calls, and Amazon cases. This role

ensures service quality, KPI achievement, effective case management, and continuous

team development through coaching, performance monitoring, and operational support.

The Team Lead works closely with the Customer Service Manager and Operations team to

maintain efficient workflows, resolve escalations, and ensure compliance with company

policies and customer service standards.

Key Responsibilities

• Team Operations Management
  • Lead the day-to-day operations of the CSR team handling customer inquiries across email, chat, phone, and Amazon support channels.
  • Monitor queues, ticket assignments, follow-ups, and overall workflow to ensure all customer cases are attended to promptly.
  • Ensure adherence to service standards, SOPs, warranty and return policies, and communication guidelines across all platforms.
• Coaching & Performance Management
  • Conduct regular coaching sessions, 1:1 meetings, and performance discussions with team members.
  • Review QA evaluations, KPI reports, and productivity metrics to identify development opportunities and implement action plans.
  • Provide performance input during monthly and quarterly reviews in collaboration with the Customer Service Manager.
• KPI Monitoring & Reporting
  • Track individual and team performance against key metrics such as QA, SLA, CSAT, reliability, and productivity.
  • Ensure KPI targets and service goals are consistently achieved.
  • Prepare and consolidate weekly and monthly performance reports, highlighting achievements, risks, and improvement recommendations.
  • Serve as the first point of contact for CSR questions regarding policies, tools, schedules, and customer handling.
  • Manage complex or sensitive customer escalations and coordinate with cross-functional teams, including product, logistics, and operations, to ensure timely
  • Monitor service-related negative reviews and reinforce proper review-request practices to protect brand reputation and customer satisfaction.
  • Monitor team attendance, schedule adherence, log-ins/log-outs, and break compliance.
  • Coordinate attendance concerns and schedule adjustments with the Customer Service Manager.
  • Support workforce management planning to ensure adequate staffing coverage during peak periods and operational needs.

Qualifications

• • Bachelor’s degree in Business Administration, Communications, or a related field is preferred.
• • 3–5 years of customer service experience, with at least 3 years in a supervisory or team lead capacity.
• • Experience handling multi-channel customer support, including email, chat, phone, and e-commerce platforms such as Amazon.
• • Strong understanding of customer service KPIs, including QA, SLA, CSAT, and productivity metrics.
• • Proven leadership, coaching, and performance management skills.
• • Excellent communication, problem-solving, and interpersonal abilities.
• • Ability to manage escalations and collaborate effectively with cross-functional teams.
• • Proficiency in customer service tools, ticketing systems, and reporting platforms.
• • Highly organized and capable of managing multiple priorities in a fast-paced