Customer Service Team Lead

EnablesGROUP; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health and life insurance

Leave credits: 20

Career advancement

Laptop provided

Pasig office location

Profit-sharing after loyalty

In-house learning & development

Job summary

enablesGROUP is seeking a seasoned Customer Service Team Lead to steer a high-volume, consumer-focused operation in Pasig City. You will drive performance, coach a growing team, and ensure top-tier customer experience across email, live chat, and voice channels.

The role requires a track record of leading customer service teams, managing escalations, and maintaining brand standards during peak periods. Onsite work in Ortigas, Pasig is expected.

Qualifications

• 4–5 years of Team Lead experience in customer service or BPO.
• Experience leading customer service teams across multiple channels.
• Strong written and verbal English communication skills.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives to meet performance targets.
• Oversee day-to-day operations, workloads, queues, and team performance.
• Monitor CSAT, Quality, Productivity, Attendance, AHT, SLA, and schedule adherence.
• Conduct regular coaching sessions and performance reviews.
• Manage escalations and ensure timely, appropriate resolutions.
• Maintain high standards of customer experience across email, live chat, and voice.
• Oversee journeys involving orders, deliveries, returns, exchanges, refunds, and payments.
• Collaborate with Operations, Quality, Training, and Workforce to achieve objectives.

Skills

Team leadership

Coaching

Customer service excellence

English communication

Stakeholder management

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.