Customer Service Team Lead: Coaching & Ops Champion

Vesync Co.; Makati; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Vesync Co. is seeking a Team Lead, Customer Service to provide day-to-day leadership and support to assigned CSRs, ensuring high-quality customer experiences. You will coach, monitor performance, and drive adherence to policies while partnering with Ops, QA and Training.

You will manage KPIs, escalate issues, and lead process improvements to boost efficiency and customer satisfaction across markets served from Metro Manila. Strong coaching and communication skills are essential.

Qualifications

• 3+ years in customer service or related field.
• At least 1 year in a team leadership or senior CSR role preferred.
• Proven track record of meeting/exceeding service quality targets.
• Experience coaching or mentoring colleagues preferred.
• Strong leadership, interpersonal and communication skills.
• Ability to analyze team performance data and trends.
• Excellent written and verbal communication skills.
• Ability to adapt to process, system and policy changes.

Responsibilities

• Provide day-to-day leadership, guidance, and support to assigned Customer Service Representatives.
• Conduct regular coaching and performance discussions based on results.
• Set clear expectations and reinforce standards, policies, and procedures.
• Recognize performance and address gaps with coaching and action plans.
• Support employee engagement and readiness for increased responsibilities.
• Serve as a role model for customer service behaviors and company values.
• Monitor daily team performance against KPIs and service levels.
• Identify performance gaps and take corrective actions.
• Maintain coaching documentation and reports.
• Collaborate with QA and Training to address quality and knowledge gaps.
• Reinforce SOPs and processes; drive improvements and rollout changes.
• Provide feedback to QA/Training on frontline challenges.

Skills

Team leadership

Coaching

Customer service

KPI management

Problem solving

Communication

Salesforce Service Cloud

Excel

Process improvement

Tools

Salesforce Service Cloud

Excel

Job description

Vesync Co. is seeking a Team Lead, Customer Service to provide day-to-day leadership and support to assigned CSRs, ensuring high-quality customer experiences. You will coach, monitor performance, and drive adherence to policies while partnering with Ops, QA and Training.

You will manage KPIs, escalate issues, and lead process improvements to boost efficiency and customer satisfaction across markets served from Metro Manila. Strong coaching and communication skills are essential.