Customer Service Supervisor

Nityo Infotech Inc.; Taguig; On-site; PHP 669,600 - 892,800; Full time

Job summary

Nityo Infotech Inc. is hiring a Customer Service Team Lead in Taguig, Philippines. The role involves managing local and offshore support teams to ensure high-quality service and the achievement of key performance indicators (KPIs). The ideal candidate will have strong customer support experience, leadership abilities, and expertise in customer support ticketing systems.

Key responsibilities include overseeing ticket queues, coaching team members, and driving process improvements. Experience in retail accounts and technical troubleshooting is preferred, along with proficiency in tools like Zendesk and Salesforce.

Qualifications

• 3-5 years of experience in customer or technical support roles.
• Experience in managing retail accounts and ensuring service excellence.
• Proven ability to coach and improve team performance.

Responsibilities

• Manage and support local and offshore support teams.
• Ensure high-quality customer service and achievement of KPIs.
• Oversee ticket queues and ensure workloads are prioritized.

Skills

Customer support experience

Leadership

Technical troubleshooting

Analytical skills

Problem-solving

Interpersonal skills

Organizational skills

Experience with ticketing systems

Education

High School Diploma or equivalent

Tools

Zendesk

Freshdesk

Zoho

JIRA

Salesforce

Job description

On-site - Taguig 3-5 Yrs Exp High/Senior High School Full-time

Job Description

WORK SETUP:

Full Onsite (BGC Taguig)

Day Shift Schedule

QUALIFICATIONS:

• Proven experience in customer or technical support roles, supporting retail and end‑consumer customers via ticketing systems, phone, and email
• Experience managing retail accounts, ensuring service excellence, issue resolution, and SLA compliance
• Leadership experience supporting and managing 5–10 onshore and offshore team members, with accountability for KPIs and SLAs
• Proven ability to proactively manage, coach, and improve team performance
• Experience supporting Australian‑based accounts and customers
• Strong background in analysing performance data and delivering insights to improve customer experience and team outcomes
• Skilled in reviewing prioritising, and allocating support workloads
• Hands‑on support experience, including handling calls, emails, and support tickets as required
• Experience leading small projects focused on systems, processes, and team improvements
• Demonstrated record of delivering high‑quality customer service in fast‑paced environments
• Advanced expertise in customer support ticketing systems (e.g. Zendesk, Freshdesk, Zoho, JIRA)
• Experience supporting consumer electronics products, with strong technical troubleshooting abilities (preferred)
• Strong analytical, prioritisation, and problem‑solving skills
• Experience producing consistent reports, dashboards, and performance metrics
• Ability to meet tight deadlines and adapt to changing priorities

JOB RESPONSIBILITY:

The Customer Service Team Lead is responsible for managing and supporting both local and offshore support teams to ensure high‑quality customer service, efficient operations, and achievement of key performance indicators (KPIs). This role combines team leadership, hands‑on technical support, process improvement, and cross‑functional collaboration to deliver an excellent customer experience.

The Team Lead oversees ticket queues, calls, emails, and escalations across multiple channels, ensuring workloads are effectively prioritized and resolved in line with business objectives. They act as a key escalation point, proactively handling complex issues while maintaining clear communication with team members and stakeholders.

A strong focus is placed on coaching, mentoring, and developing team members through regular feedback, training, and performance programs. The role also drives continuous improvement by analyzing support metrics, refining processes, enhancing knowledge bases, and leveraging new tools and technologies—including AI—to increase efficiency and service quality.

Through data‑driven insights and collaboration with the wider business, the Customer Service Team Lead contributes to product improvements, operational excellence, and a positive, high‑performing support culture.

English Language Customer Service Scheduling Problem Solving Salesforce Organizational Skills Interpersonal Skills Zendesk Fresh Desk Zoho JIRA