Customer Service Team Lead — Growth & Ops

Private Advertiser; Mabalacat; On-site; PHP 446,000 - 670,000; Full time

Job summary

Private Advertiser in Pampanga, Philippines, is seeking an experienced CSR Team Lead to guide a customer service team, drive performance, and ensure high-quality service. You will coach agents, manage escalations, monitor KPIs, and collaborate with management to implement process improvements and deliver superior customer experiences.

The role requires strong English communication, hands-on leadership, and the ability to work on-site during US weekday hours, with flexibility for peak periods and

Qualifications

• Minimum 3 years in the customer service industry or related field.
• At least 1 year in a supervisory or acting Team Lead role.
• Proven performance in call and email sales or customer support.
• Ability to monitor data trends and translate feedback into actionable reports.
• Proficiency with Zendesk, Gmail, Shopify & ERP systems.
• Strong English communication with a sales/customer experience focus.
• Experience in process improvement and bottleneck identification.
• Preferred exposure to eCommerce, bikes, vehicles, or riding tools.
• Travel time within 1 hour of Angeles City.

Responsibilities

• Mentor and coach agents to improve skills, performance, and confidence.
• Address behavioral issues and promote professionalism and teamwork.
• Conduct regular feedback sessions and performance reviews.
• Foster a positive, collaborative, and high-performing team environment.
• Manage daily operations to meet SLAs, KPIs, and quality standards, while explaining the rationale behind KPIs.
• Handle supervisory calls and escalated issues, supporting agents with complex inquiries and root-cause analysis.
• Monitor performance metrics and enforce company policies.
• Maintain flexible scheduling, including weekend availability for special events or peak periods.
• Actively collect real-time market feedback on service quality and brand sentiment.
• Analyze data trends to provide actionable insights to management.
• Identify bottlenecks and propose process improvements each quarter to boost CSAT and efficiency.
• Provide structured feedback to optimize tools, processes, and efficiency.
• Support initiatives to reduce end-to-end resolution times and improve customer satisfaction.
• Support and guide agents in customer engagement and conversions.
• Maintain proficiency in Zendesk, Gmail, Shopify, ERP, and other tools.
• Stay updated on products, services, and internal processes to assist agents and customers.

Skills

Team leadership

Coaching

Performance monitoring

Customer feedback

English skills

Tools

Zendesk

Gmail

Shopify

ERP

Job description

Private Advertiser in Pampanga, Philippines, is seeking an experienced CSR Team Lead to guide a customer service team, drive performance, and ensure high-quality service. You will coach agents, manage escalations, monitor KPIs, and collaborate with management to implement process improvements and deliver superior customer experiences.

The role requires strong English communication, hands-on leadership, and the ability to work on-site during US weekday hours, with flexibility for peak periods and