Customer Service Team Lead

Outsourced; Metro Manila; Hybrid; PHP 600,000 - 960,000; Full time

Job summary

A leading offshore outsourcing company in the Philippines is seeking a Customer Service Manager. The successful candidate will manage customer service systems, support internal teams, and liaise with athletes. The role is hybrid with competitive salary and opportunities for growth.

Benefits

Competitive salaries

Opportunities for growth and development

Work-life balance

Fun and friendly working environment

Qualifications

• Ability to manage customer service systems and metrics.
• Experience in liaising with various teams for support and resolution.
• Skills in developing training for new support agents.

Responsibilities

• Own all customer service systems and performance metrics.
• Implement and manage a customer support platform.
• Hire and train support agents as demand grows.

Skills

Customer Service Management

Performance Metrics Tracking

Training and Development

Collaboration with Teams

Tools

Customer Support Platforms

Gorgias

Job description

About Us:

Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals

Key Responsibilities

• Own all customer service systems and performance metrics
• Implement and manage a customer support platform (e.g., Gorgias)
• Create and maintain macros, FAQ content, and escalation processes
• Track CS metrics: ticket volume, response time, resolution time, CSAT, and comp cost
• Build self-service resources to reduce ticket volume
• Liaise with Ops, Warehouse and Sales teams for resolution support
• Provide insights from customer and ticket trends to inform NPD, delivery, and UX\
• Hire and train support agents as demand grows

Manage athlete support:

• Be the primary liaison between the company and athletes (pro, ambassador, or grassroots)
• Coordinate product shipments, samples, and creative needs
• Support athlete onboarding and fueling strategy requests
• Work with marketing to manage athlete content, feedback, and activation

Work Setup: Hybrid

Work Schedule: 3:00PM to 12:00AM Manila