Customer Service Team Lead

HelloLesson; Philippines; Remote; PHP 701,000 - 1,052,000; Full time

Job summary

HelloLesson is seeking a Customer Service Team Lead to supervise a remote team of customer service representatives and ensure exceptional support for learners and instructors. You will monitor performance, organize schedules, coach staff, analyze metrics, and collaborate with cross-functional teams to streamline workflows and elevate the overall customer experience.

Saturday availability and US hours are required.

Qualifications

• Strong skills in Customer Service, Customer Support, and Customer Satisfaction, with a focus on delivering consistent, high-quality experiences.
• Experience in Customer Service Management, including leading teams, setting performance expectations, and providing feedback and coaching.
• Excellent Communication skills, both written and verbal, with the ability to handle complex or sensitive customer interactions.
• Prior experience in escalatons
• Proficiency with customer support platforms, like Zendesk, ticketing systems, and basic reporting tools.

Responsibilities

• Oversee a team of customer service representatives.
• Monitor performance and organize schedules.
• Handle escalated inquiries and coach team members.
• Collaborate with cross-functional teams to improve processes and customer satisfaction.
• Document procedures, maintain service quality standards, and identify opportunities to streamline workflows.

Skills

Customer Service

Team Leadership

Communication

Escalations

Zendesk

Tools

Zendesk

Ticketing Systems

Reporting Tools

Job description

Company Description

HelloLesson is an online education company focused on connecting learners with high-quality instructors through a flexible, technology-driven platform. The organization supports a diverse range of subjects and learning needs, offering accessible instruction to learners of different ages and backgrounds. HelloLesson emphasizes excellent learner and instructor experiences, using data and feedback to continuously improve its services. Team members work collaboratively in a remote environment, contributing to a culture of accountability, innovation, and learner success.

Role Description

The Customer Service Team Lead is a full-time remote role responsible for overseeing a team of customer service representatives and ensuring exceptional support for learners and instructors. Day-to-day responsibilities include monitoring team performance, organizing schedules, handling escalated inquiries, and guiding team members on best practices for customer communication. The Team Lead will analyze support metrics, provide coaching and training, and collaborate with cross-functional teams to improve processes and customer satisfaction. This role also involves documenting procedures, maintaining service quality standards, and identifying opportunities to streamline workflows and enhance the overall customer experience.

Qualifications

• Strong skills in Customer Service, Customer Support, and Customer Satisfaction, with a focus on delivering consistent, high-quality experiences.
• Experience in Customer Service Management, including leading teams, setting performance expectations, and providing feedback and coaching.
• Excellent Communication skills, both written and verbal, with the ability to handle complex or sensitive customer interactions.
• Prior experience in escalatons
• Proficiency with customer support platforms, like Zendesk, ticketing systems, and basic reporting tools.

Details

Must be available to work on Saturdays

Must be available, full-time, US hours

Base Salary from $1000-1500 a month (plus up to a 30% bonus)