CS Team Lead – Multi-Channel Support & Coaching

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

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.