Customer Service SME / Team Lead

PlayTime Entertainment; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

PlayTime Entertainment is seeking a Live Chat Customer Service SME / Team Leader in the Philippines to guide live chat agents, resolve complex concerns, and drive performance improvements. The role emphasizes policy interpretation, coaching, and timely escalation handling to maintain service quality and compliance.

You will oversee coaching, monitor metrics, and coordinate with other teams to resolve issues, ensuring consistent service levels across shifts.

Qualifications

• Experience in live chat or customer service operations, preferably in a supervisory role.
• Strong knowledge of escalation handling, coaching, and performance management.
• Ability to interpret policies and make sound decisions on complex cases.

Responsibilities

• Lead and support live chat agents in meeting service level, quality, productivity, and customer satisfaction targets.
• Serve as a process expert for customer service operations, guiding on high‑risk or unclear cases.
• Review escalations and ensure resolutions follow policies, SOPs, and compliance standards.
• Monitor agent performance, identify gaps, and conduct coaching sessions.
• Develop and track improvement plans for agents needing support.
• Identify recurring issues and recommend practical workflow and training improvements.
• Oversee shift operations during peak periods and time‑sensitive situations.
• Maintain accurate case, coaching, and process documentation for reviews and audits.
• Collaborate with other teams to share process updates and resolve issues.
• Investigate PAGCOR‑related complaints and document findings.

Skills

Team leadership

Live chat

Process improvement

Coaching

Policy interpretation

Job description

We’re hiring: Live Chat Customer Service SME / Team Leader

We’re looking for a customer service professional who can combine strong process expertise with hands‑on team leadership. In this role, you will guide live chat agents, resolve complex customer concerns, improve team performance, and help maintain consistent service and compliance standards.

Key Responsibilities

• Lead and support live chat agents in meeting service level, quality, productivity, and customer satisfaction targets.
• Serve as a process expert for customer service operations, providing guidance on complex, high‑risk, or unclear cases.
• Review escalations and ensure resolutions follow company policies, Terms of Use, SOPs, and risk and compliance standards.
• Monitor agent performance, identify knowledge or performance gaps, and conduct regular coaching and feedback sessions.
• Develop and track improvement plans for agents who need additional support.
• Identify recurring customer issues and process gaps, then recommend practical improvements to workflows and training.
• Oversee shift operations during peak periods, service disruptions, and time‑sensitive situations, coordinating resources as needed.
• Maintain accurate case, coaching, and process documentation to support quality reviews and audits.
• Work with other customer service teams and stakeholders to share process updates and resolve operational issues.
• Investigate PAGCOR‑related complaints and escalations, including reviewing case details, coordinating with relevant teams, and documenting findings.

Qualifications

• Experience in live chat or customer service operations, preferably in an SME, supervisory, or Team Leader capacity.
• Strong knowledge of customer service processes, escalation handling, coaching, and performance management.
• Ability to interpret policies and make sound, consistent decisions on complex cases.
• Familiarity with operational metrics such as SLA, CSAT, AHT, quality, and productivity.
• Strong communication, problem‑solving, and documentation skills.