Customer Operations Team Lead - Coach, Drive Excellence

IONOS (Philippines) Inc.; Cebu City; On-site; PHP 900,000 - 1,600,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Paid time off

Healthcare coverage

Life insurance

Industry benefits

Engagement activities

Work-life balance

Training & development

Job summary

IONOS Philippines is seeking a seasoned team leader in Cebu City to guide a customer service group and uphold our standards of service excellence. You will foster a collaborative culture, develop talent, and ensure top-tier customer experiences.

You will coach, recruit, monitor KPIs, and collaborate with IT/IS, TPQI, SAS, and Admin while delivering timely performance reports and driving cross-functional improvements.

Qualifications

• 5-7 years team lead experience
• Education or training in Computer Science , IT or equivalent experience
• Excellent English verbal and written communication skills

Responsibilities

• Coach and develop team members through regular 1-to-1s, structured feedback, and individual development plans.
• Drive team engagement, wellbeing, and inclusion — fostering a psychologically safe, high-performing environment.
• Manage performance proactively: recognise achievement and address underperformance constructively and on time.
• Lead recruitment and onboarding of new team members to the required standard.
• Champion customer-centric thinking, ensuring consistent delivery against quality, satisfaction, and productivity targets.
• Monitor KPIs and team metrics; identify trends and implement targeted improvement actions.
• Own escalation management — resolving complex customer or operational issues swiftly, fairly, and in line with IONOS procedures.
• Process and submit operational and administrative tasks accurately and on time.
• Identify and drive process improvements that enhance the customer experience and team efficiency.
• Share insights and best practices across functions; collaborate proactively with IT/IS, TPQI, SAS, and Admin.
• Attend cross-functional meetings and contribute to broader organisational initiatives and retention activities.
• Deliver accurate, timely performance reports to senior leadership and act on outcomes.
• Uphold IONOS values, ethical standards, and brand integrity in all internal and external interactions.

Skills

Team leadership

People management

Excellent English communication

Education

Bachelor's degree in Computer Science or IT

Job description

IONOS Philippines is seeking a seasoned team leader in Cebu City to guide a customer service group and uphold our standards of service excellence. You will foster a collaborative culture, develop talent, and ensure top-tier customer experiences.

You will coach, recruit, monitor KPIs, and collaborate with IT/IS, TPQI, SAS, and Admin while delivering timely performance reports and driving cross-functional improvements.