Customer Service Team Lead & Performance Coach

Temu; Metro Manila; On-site; PHP 420,000 - 600,000; Full time

Job summary

Temu in Metro Manila is seeking a proactive Customer Service Team Lead to supervise, mentor, and coach a team while ensuring daily operations meet service quality standards.

You will conduct performance reviews, develop coaching plans, and collaborate with the WFM team to manage scheduling, adherence, and leave coverage. The role also involves leading training sessions, preparing performance reports, and driving continuous improvement while maintaining a positive, growth-focused team culture.

Qualifications

• Bachelor's Degree preferred.
• 3+ years of relevant experience in a leadership or supervisory role.
• Strong leadership and coaching abilities to drive team performance and accountability.
• Excellent English communication skills (verbal and written).
• Analytical mindset with ability to interpret performance data and improve processes.
• Calm under pressure with solid problem-solving skills.

Responsibilities

• Supervise, mentor, and coach a customer service team; monitor daily operations for service quality.
• Conduct performance reviews, provide feedback, and develop coaching plans for individuals.
• Partner with Workforce Management (WFM) to manage scheduling, real-time adherence, and leave coordination.
• Lead team huddles, refresher trainings, and knowledge-sharing sessions on updates and best practices.
• Prepare and present team performance reports, highlighting trends, gaps, and opportunities for improvement.
• Support continuous improvement by identifying process gaps and implementing best practices.
• Foster a positive team culture that emphasizes accountability, empathy, and continuous learning.

Skills

Leadership

Coaching

Communication

Analytical thinking

Problem solving

Education

Bachelor's degree

Job description

Temu in Metro Manila is seeking a proactive Customer Service Team Lead to supervise, mentor, and coach a team while ensuring daily operations meet service quality standards.

You will conduct performance reviews, develop coaching plans, and collaborate with the WFM team to manage scheduling, adherence, and leave coverage. The role also involves leading training sessions, preparing performance reports, and driving continuous improvement while maintaining a positive, growth-focused team culture.