CSR Team Lead

Private Advertiser; Mabalacat; On-site; PHP 446,000 - 670,000; Full time

Job summary

Private Advertiser in Pampanga, Philippines, is seeking an experienced CSR Team Lead to guide a customer service team, drive performance, and ensure high-quality service. You will coach agents, manage escalations, monitor KPIs, and collaborate with management to implement process improvements and deliver superior customer experiences.

The role requires strong English communication, hands-on leadership, and the ability to work on-site during US weekday hours, with flexibility for peak periods and

Qualifications

• Minimum 3 years in the customer service industry or related field.
• At least 1 year in a supervisory or acting Team Lead role.
• Proven performance in call and email sales or customer support.
• Ability to monitor data trends and translate feedback into actionable reports.
• Proficiency with Zendesk, Gmail, Shopify & ERP systems.
• Strong English communication with a sales/customer experience focus.
• Experience in process improvement and bottleneck identification.
• Preferred exposure to eCommerce, bikes, vehicles, or riding tools.
• Travel time within 1 hour of Angeles City.

Responsibilities

• Mentor and coach agents to improve skills, performance, and confidence.
• Address behavioral issues and promote professionalism and teamwork.
• Conduct regular feedback sessions and performance reviews.
• Foster a positive, collaborative, and high-performing team environment.
• Manage daily operations to meet SLAs, KPIs, and quality standards, while explaining the rationale behind KPIs.
• Handle supervisory calls and escalated issues, supporting agents with complex inquiries and root-cause analysis.
• Monitor performance metrics and enforce company policies.
• Maintain flexible scheduling, including weekend availability for special events or peak periods.
• Actively collect real-time market feedback on service quality and brand sentiment.
• Analyze data trends to provide actionable insights to management.
• Identify bottlenecks and propose process improvements each quarter to boost CSAT and efficiency.
• Provide structured feedback to optimize tools, processes, and efficiency.
• Support initiatives to reduce end-to-end resolution times and improve customer satisfaction.
• Support and guide agents in customer engagement and conversions.
• Maintain proficiency in Zendesk, Gmail, Shopify, ERP, and other tools.
• Stay updated on products, services, and internal processes to assist agents and customers.

Skills

Team leadership

Coaching

Performance monitoring

Customer feedback

English skills

Tools

Zendesk

Gmail

Shopify

ERP

Job description

Overview

The CSR Team Lead is responsible for leading and supporting a team of Customer Service Representatives to ensure daily operations run smoothly and performance targets are consistently achieved. This role focuses on operational execution, people leadership, service quality, and continuous improvement. The Team Lead coaches agents, manages escalations, reinforces best practices, and collaborates with management to enhance team performance and customer experience.

Key Responsibilities

1.Agent Development & Leadership

• Mentor and coach agents to improve skills, performance, and confidence

• Address behavioral issues and promote professionalism and teamwork

• Conduct regular feedback sessions and performance reviews

• Foster a positive, collaborative, and high-performing team environment

2. Operational Oversight

• Manage daily operations to meet SLAs, KPIs, and quality standards, while providing the “why” behind the KPIs and recommending pivot strategies to management.

• Handle supervisory calls and escalated customer issues, supporting agents with complex inquiries, and analyze root causes to prevent recurring issues across the department.

• Monitor performance metrics and enforce company policies.

• Maintain a flexible approach to scheduling, including occasional weekend availability to oversee operations during special events, peak seasons, or promotional launches.

3. Market Intelligence & Performance Insights

• Actively monitor and collect real-time market feedback regarding service quality, product performance, and overall brand sentiment.

• Analyze data trends and customer feedback to provide actionable insights to management, ensuring the team stays ahead of market expectations.

• Identify workflow and operational bottlenecks, actively uncover customer pain points, and propose significant process improvement per quarter that enhances efficiency, boosts CSAT, or delivers other positive impacts recognized by management.

4. Process Improvement & Feedback

• Provide structured feedback to management or HQ to optimize tools, processes, and efficiency.

• Support initiatives to reduce end-to-end resolution times and improve customer satisfaction.

5.Customer Support Assistance

• Support and guide agents in engaging customers, understanding their needs, recommending appropriate products, and driving conversions.

• Ensure accurate, professional, and customer-friendly communication

6. Tools & Knowledge

• Maintain proficiency in Zendesk, Gmail, Shopify, ERP, and other relevant tools

• Stay updated on company products, services, and internal processes to support agents and customers

7. Additional Responsibilities

• Collaborate with peers and management to achieve team and organizational goals

• Take initiative on additional tasks or projects as assigned

Requirements

• Minimum 3 years of experience in the customer service industry, retail electronics, or mechanical engineering, with strong exposure to presale support and order operations

• At least 1 year of experience in a supervisory, or acting Team Lead role

• Proven excellent performance in call and email sales or customer support

• Proven ability to monitor data trends and translate customer feedback into actionable reports regarding product and brand sentiment

• Proficiency in customer service tools such as Zendesk, Gmail, Shopify, and ERP systems

• Strong English communication skills with a passion for sales and customer experience

• Demonstrated experience in process improvement, specifically in identifying bottlenecks and proposing solutions that impact CSAT or efficiency

• Preferred experience in eCommerce, bikes, vehicles, or other riding tools

• Travel time within 1 hour of Angeles City

• Willing and able to work on-site during US weekday hours

• A team player who is self-motivated, goal-driven, and demonstrates leadership potential