Customer Service Team Lead

enablesGROUP; Pasig; On-site; PHP 558,000 - 893,000; Full time

Benefits offered by this job

Health and life insurance from Day 1

Leave credits

Laptop provided

Pasig office location

Profit-sharing

Learning & development programs

Job summary

enablesGROUP in Pasig City is seeking a highly experienced Customer Service Team Lead to lead a fast-paced, high-volume operation and ensure exceptional customer experience aligned with brand standards.

The role focuses on coaching and developing team members, managing escalations, and sustaining top KPIs across email, live chat, and voice, while collaborating with Operations, Quality, and Training for continuous improvement. This is a 100% onsite position in Ortigas, Pasig.

Qualifications

• 4–5 years of Team Lead experience in customer service or similar high-volume ops.
• Experience leading, coaching, and developing customer service teams.
• Experience in high-volume, consumer-facing environments.
• Experience managing customer journeys across email, live chat, and voice channels.
• Strong skills in coaching, performance management, and KPIs.

Responsibilities

• Lead, coach, and develop the Customer Service team to meet targets.
• Manage day-to-day operations, workloads, queues, and staffing.
• Monitor CSAT, Quality, Productivity, Attendance, AHT, SLA, and adherence.
• Coach for performance reviews and development plans.
• Handle escalations and ensure timely resolutions.
• Ensure high-quality customer experience across channels (email, chat, voice).
• Oversee orders, deliveries, returns, refunds, and payments in the customer journey.
• Collaborate with Operations, Quality, Training, Workforce and other stakeholders.
• Foster a positive, customer-focused team culture.

Skills

Team leadership

Coaching

People development

KPI management

English communication

Job description

Since 2016, enablesGROUP has been on a mission: to deliver high-quality operations and outsourcing services to every client, big or small.

Fast forward to 2026, we’ve grown our global footprint to serve 100+ clients and expanded into 4 key industries. At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success. Check us out at www.enablesgroup.com.

At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success.

We have market leading engagement scores and invest heavily in your Learning and Development, with a specific focus on enhancing your ability to leverage AI in your daily tasks.

• Comprehensive health and life insurance starting Day 1, covering 2 eligible dependents.
• 20 leave credits for vacation, emergencies, and sick days.
• Endless opportunities for career advancement with annual performance reviews and salary increases.
• Company-provided laptop to set you up for success.
• Convenient office location in Pasig, at the heart of Manila, accessible to all.
• Loyalty rewards: Employees celebrating 5 years could receive a profit-sharing scheme.
• In-house learning & development programs with access to the latest in AI and technology.

Work Setup: 100% Onsite

About the Role

We are looking for a highly experienced and results-driven Customer Service Team Lead to lead a team in a fast-paced, high-volume, consumer-focused environment where customer experience, service quality, and brand representation are key.

The ideal candidate is a seasoned people leader with extensive experience managing customer service teams, particularly within environments that support high volumes of customer interactions and end-to-end customer journeys.

You will be responsible for driving team performance, developing your people, managing customer escalations, and ensuring consistently high standards of customer experience across multiple service channels.

Key Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives to consistently achieve performance and service targets.
• Manage day-to-day customer service operations, workloads, queues, and team performance.
• Monitor performance across CSAT, Quality, Productivity, Attendance, AHT, SLA, and schedule adherence.
• Conduct regular coaching sessions, performance reviews, development discussions, and performance improvement initiatives.
• Manage complex customer escalations and ensure timely, appropriate, and customer-focused resolutions.
• Maintain high standards of customer experience across email, live chat, and voice channels.
• Oversee customer journeys involving orders, deliveries, returns, exchanges, refunds, payments, account enquiries, and service recovery.
• Ensure customer communication consistently reflects appropriate service and brand standards.
• Lead the team effectively through high-volume and peak customer periods while maintaining quality and productivity.
• Analyze performance trends and implement action plans to improve individual and team results.
• Conduct team huddles and communicate operational updates, process changes, and business priorities.
• Support the onboarding and development of new and existing team members.
• Collaborate with Operations, Quality, Training, Workforce, and other stakeholders to achieve business objectives.
• Foster a positive, accountable, customer-focused, and high-performing team culture.

What We're Looking For

• At least 4–5 years of solid Team Lead experience within customer service, BPO, or similar high-volume service operations.
• Extensive experience directly leading, coaching, and developing customer service teams.
• Strong exposure to high-volume, consumer-facing customer service environments.
• Experience managing customer service across email, live chat, and voice channels.
• Strong experience handling customer escalations, service recovery, and complex customer concerns.
• Experience managing teams responsible for customer journeys involving orders, deliveries, returns, exchanges, refunds, and payment-related enquiries.
• Proven experience managing teams during peak-volume periods and changing operational demands.
• Strong understanding of customer experience, customer journey, service quality, and brand representation.
• Proven ability to manage KPIs including CSAT, Quality, Productivity, Attendance, AHT, and SLA.
• Demonstrated expertise in coaching, performance management, people development, and performance improvement.
• Strong stakeholder management, problem-solving, and decision-making capabilities.
• Excellent written and verbal English communication skills.
• Able to work independently and exercise sound judgement under pressure.
• Willing to work 100% onsite in Ortigas, Pasig City.

Preferred Experience

Candidates with substantial experience leading customer service teams within fashion, beauty, lifestyle, e-commerce, consumer goods, or other customer-focused environments will be highly regarded.

Experience supporting high-volume customer journeys involving purchases, fulfilment, deliveries, returns, exchanges, refunds, loyalty, and service recovery will be a strong advantage.