Customer Service Team Lead | On-site | iGaming

Funtomato Consultancy Inc.; Makati; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Transportation allowance

Meal allowance

Internet allowance (remote)

Job summary

Funtomato Consultancy Inc. is hiring a Customer Service Team Lead in Makati, Philippines. The role is on-site during the initial 3–6 months with a potential transition to remote work depending on business and team performance.

It features a 4-day work week and 12-hour shifts, with approximately 40–48 hours per week. You will lead the customer service team, drive QA/QC standards, develop SOPs, coach staff, manage schedules, handle escalations, and collaborate with management to meet service

Qualifications

• Experience leading customer service operations and managing teams.
• Proven QA/QC and customer service quality management experience.
• Experience developing, optimizing, and implementing SOPs.
• Strong coaching and frontline support skills.
• Experience with shift and workforce management.
• Excellent communication, leadership, problem-solving, and incident-handling abilities.
• Willing to work on-site initially and open to remote later.
• Flexible with shifting schedules and 12-hour shifts.
• Must have feasible daily transportation for initial on-site setup.

Responsibilities

• Lead and manage the Customer Service team to ensure smooth day-to-day operations.
• Monitor and maintain customer service quality and performance standards.
• Oversee QA/QC and ensure adherence to quality standards.
• Develop, optimize, and implement SOPs and processes.
• Coach and support CS representatives to improve performance and service quality.
• Manage team schedules, staffing, and workforce requirements.
• Handle escalations and operational issues effectively.
• Identify recurring issues and recommend process improvements.
• Monitor team performance and provide regular feedback.
• Work with management to meet service objectives.

Skills

Customer service operations

Team management

QA/QC and quality management

SOP development and optimization

Coaching frontline CS reps

Shift and workforce management

Leadership and communication

Incident handling

Job description

Customer Service Team Lead | On-site | Shifting Schedule

Location: Salcedo Village, Makati
Work Setup: On-site during the initial 3–6 months, with the possibility of transitioning to remote work depending on business and team performance
Schedule: 4 days per week
Shift Hours: 12 hours per shift, including 1 hour and 20 minutes break
Working Hours: Approximately 40–48 hours per week, not exceeding 48 hours

Key Responsibilities

• Lead and manage the Customer Service team to ensure smooth day-to-day operations.

• Monitor and maintain customer service quality and performance standards.

• Oversee QA/QC processes and ensure adherence to established quality standards.

• Develop, optimize, and implement SOPs and customer service processes.

• Coach, guide, and support CS representatives to improve performance and service quality.

• Manage team schedules, staffing, and workforce requirements.

• Handle escalations, incidents, and operational issues effectively.

• Identify recurring customer service issues and recommend process improvements.

• Monitor team performance and provide regular feedback and support.

• Work closely with management to ensure the team meets operational and service objectives.

Qualifications

• Strong experience in customer service operations and team management.

• Proven experience in QA/QC and customer service quality management.

• Experience in SOP development, optimization, and implementation.

• Strong ability to coach and support frontline customer service representatives.

• Experience in shift and workforce management.

• Strong communication, leadership, problem-solving, and incident-handling skills.

• Demonstrated career stability and reliable attendance.

• Willing to work on-site during the initial 3–6 months.

• Must be open to transitioning to a remote setup if introduced in the future.

• Flexible and willing to work under a shifting schedule, including the required 12-hour shift arrangement.

• Must have feasible daily transportation/commuting arrangements for the initial on-site setup.

Benefits & Allowances

• Transportation allowance during the on-site arrangement.

• Meal allowance during the on-site arrangement.

• If the role transitions to remote work, the transportation allowance will be discontinued and replaced with an internet allowance.

• Other benefits and allowances may be adjusted based on business and operational requirements.

Note: The working arrangement may be adjusted between on-site and remote depending on future business needs and team performance.