CS Team Lead (AU Telco experience required)

Gear Inc; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

Gear Inc in the Philippines is seeking a Customer Service Team Lead to oversee daily operations for our Australian Telco client. The successful candidate will manage a team handling customer service and billing workflows, ensuring high-quality delivery and SLA compliance.

This role also offers the opportunity to transition into coordination and service delivery management for candidates who wish to expand beyond team operations. Work with cross-functional teams and vendors to drive performance.

Qualifications

• Minimum 2 years of experience in Telco Customer Service or Billing.
• At least 1 year in a leadership or supervisory role (AU Telco preferred).
• Strong people management and communication skills.
• Experience with workflow management, escalation handling, and performance tracking.
• Ability to coordinate with multiple stakeholders across teams and vendors.

Responsibilities

• Supervise a team delivering Telco customer service and billing operations for AU clients.
• Monitor performance metrics, identify service issues, and ensure adherence to SLAs.
• Coordinate with QA, Technical, and Vendor teams to resolve complex service cases.
• Support workflow improvement projects and process documentation.
• Report operational results and service trends to management and clients.

Skills

Leadership

Customer service

Telco knowledge

Job description

CS Team Lead (AU Telco experience required)

About the job CS Team Lead (AU Telco experience required)

Job Summary

We are seeking a motivated Customer Service Team Lead to oversee daily operations for our Australian Telco client.
The successful candidate will manage a team handling customer service and billing workflows, ensuring high-quality delivery and SLA compliance.
This role also offers the opportunity to transition into coordination and service delivery management for candidates who wish to expand beyond team operations.

Work Setup & Schedule:

Responsibilities

• Supervise a team delivering Telco customer service and billing operations for AU clients.
• Monitor performance metrics, identify service issues, and ensure adherence to SLAs.
• Coordinate with QA, Technical, and Vendor teams to resolve complex service cases.
• Support workflow improvement projects and process documentation.
• Report operational results and service trends to management and clients.

Requirements

• Minimum 2 years of experience in Telco Customer Service or Billing, including 1 year in a leadership or supervisory role (AU Telco preferred).
• Strong people management and communication skills.
• Experience with workflow management, escalation handling, and performance tracking.
• Ability to coordinate with multiple stakeholders across teams and vendors.
• Good analytical mindset, adaptable to project-based tasks.

Why You'll Love This Role

Work directly with an Australian Telco partner in a dynamic environment.

Gain exposure to project and service delivery operations.

A clear career pathway toward Project Coordinator / Service Delivery roles for qualified candidates.