Customer Care - Team Leader

Helloconnect; Manila; Remote; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Competitive Compensation

Wellness & Perks

Growth Opportunities

Dynamic Environment

Work-Life Balance

360 Learning access

Job summary

A dynamic customer service firm in Manila is seeking a Customer Care - Team Leader to guide a team of customer service agents. You will oversee daily operations, ensuring performance and quality goals are met while handling escalated issues. We're looking for a passionate leader with a strong customer service background who can foster a positive environment and drive team success. This role also offers growth opportunities and a supportive workplace culture that emphasizes well-being.

Qualifications

• Experience in a customer service environment is preferred.
• Ability to lead and motivate a team.
• Strong communication and interpersonal skills.

Responsibilities

• Guide and support the customer service team.
• Ensure performance and quality goals are met.
• Handle escalated customer issues professionally.
• Conduct performance evaluations and provide feedback.
• Manage urgent or unexpected tasks as they arise.
• Assist in recruitment, onboarding, and training of new team members.
• Dedicate 20% of time to core customer service tasks to stay aligned with frontline operations.

Skills

Leadership

Customer service

Performance management

Communication

Job description

About the job Customer Care - Team Leader

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high‑quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

The Role

At HelloConnect, you will be part of a dynamic team that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility as a Team Leader (TL), guiding and supporting a team of customer service agents while overseeing daily operations to ensure performance and quality goals are met. You will also act as the bridge between clients, frontline agents, and management, working closely with Training, Operations, and the CX Lead to maintain smooth workflows and a positive team environment.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

• Provide ongoing motivation, guidance, and support to team members through regular communication and bi‑weekly one‑on‑one meetings (weekly for probationary staff).
• Foster a positive and productive work environment, addressing team concerns and sharing updates through regular team meetings.
• Conduct performance evaluations, provide feedback, and implement necessary interventions for improvement.
• Handle escalated customer issues and complaints professionally and in a timely manner.
• Manage urgent or unexpected tasks as they arise.

Performance & Quality Management

Ensure the team consistently meets daily KPIs for productivity and quality of work.

Monitor performance, identify knowledge gaps, and address training needs promptly through QA processes.

Collaborate with the Training and Operations Expert to resolve knowledge gaps and streamline processes.

Initiate improvements to boost service efficiency and overall campaign effectiveness.

Dedicate 20% of your time to core customer service tasks to stay aligned with frontline operations.

Operations, Coordination & Administration

Assist in the recruitment, onboarding, and training of new team members.

Manage team schedules to ensure proper coverage.

Oversee team payroll and timekeeping, ensuring everything is filed accurately and on time.

Facilitate communication between team members, the CS Lead, and other departments to maintain alignment and transparency.

Promptly escalates issues or concerns to the CS Lead as needed.

What we offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well‑being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
• Work‑Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well‑being and personal time

Location: Work from home – Please note that you will need to visit our BGC office to pick up your equipment.

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!