Customer Experience Team Leader

Ninja Partners; Quezon City; On-site; PHP 500,000 - 700,000; Full time

Benefits offered by this job

Competitive pay

Free onsite meals

HMO on day 1

Retirement plan

Life insurance

Paid time off

Birthday leave

Training opportunities

Job summary

SupportNinja is seeking a Team Leader to supervise a technical support team and drive outstanding customer experiences. You will coach, mentor, and monitor performance to ensure SLAs and KPIs are met while aligning efforts with company objectives.

The role emphasizes coaching, metric analysis, and collaboration with other departments to streamline processes and elevate service quality across channels.

Qualifications

• 3+ years in a role supporting representatives, 1+ year in leadership.
• Strong verbal and written communication skills.
• Solid knowledge of customer service and technical support principles.
• Proven ability to lead, motivate, and pursue targets.
• Excellent interpersonal skills and collaboration across teams.
• Comfort with analyzing metrics and driving improvements.

Responsibilities

• Provide effective leadership and supervision to a team of representatives.
• Set clear performance expectations and goals aligned with objectives.
• Coach, mentor, and motivate team members for development.
• Address concerns, conflicts, and performance issues promptly.
• Monitor SLAs and KPIs; ensure quality customer experiences.
• Analyze metrics and implement productivity improvements.
• Collaborate with cross-functional teams to optimize workflows.
• Maintain high levels of customer satisfaction and service quality.
• Report team performance and participate in reviews with clients.
• Stay updated on industry practices and drive process improvements.

Skills

Leadership

Communication

Customer service

Team coaching

CRM knowledge

Problem solving

Workflow optimization

Cross-functional

Tools

CRM systems

Job description

SupportNinja is seeking a Team Leader to supervise a technical support team and drive outstanding customer experiences. You will coach, mentor, and monitor performance to ensure SLAs and KPIs are met while aligning efforts with company objectives.

The role emphasizes coaching, metric analysis, and collaboration with other departments to streamline processes and elevate service quality across channels.