Customer Service Team Lead (US Retail)

ProSource; Philippines; Remote; PHP 480,000 - 960,000; Full time

Benefits offered by this job

HMO coverage Day 1

2 dependents

Fully remote setup

Job summary

ProSource is seeking a Customer Experience Team Lead to coach a team of customer support specialists and deliver exceptional service across phone, email, chat, and text. This hands-on leadership role involves coaching, handling escalations, and driving high-quality customer experience.

You will lead up to 12 specialists, support training initiatives, and collaborate with cross-functional teams to continuously improve service standards.

Qualifications

• 2+ years of customer service across phone, email and chat.
• Experience leading or coaching a customer support team.
• Strong experience handling escalations and difficult conversations.
• Excellent English written and verbal communication.
• Coaching, problem-solving and analytical skills.
• Proficiency with Google Workspace or Microsoft Office.
• Minimum typing speed of 40 WPM.

Responsibilities

• Lead, coach, and support a team of up to 12 customer support specialists.
• Handle customer escalations and resolve complex issues with a customer-first approach.
• Coach team members on quality, CSAT, productivity, and best practices.
• Support new hire training, nesting, and ongoing learning initiatives.
• Assist with ticket management and ensure inquiries are resolved accurately.
• Identify trends through root cause analysis and recommend improvements.
• Maintain documentation for coaching sessions and performance records.
• Collaborate with cross-functional teams to improve customer experience.

Skills

Customer service

Team leadership

Escalations handling

English communication

Coaching & mentoring

Google Workspace

Microsoft Office

Typing 40 WPM

Tools

Google Workspace

Microsoft Office

Job description

At ProSource, we build and manage highly technical distributed teams for some of the most innovative companies in the world. We believe in humanizing the outsourcing industry by finding, attracting, and retaining top talent. Our dynamic workspaces promote creativity, collaboration, and well-being. We leverage smart technologies to ensure our clients and employees thrive in a collaborative, high-performing environment.

Role Overview

We're looking for a Customer Experience Team Lead to coach and support a team of customer support specialists while delivering exceptional service across phone, email, chat, and text. This is a hands-on leadership role where you'll provide performance coaching, handle customer escalations, and help drive a high-quality customer experience.

Key Responsibilities

• Lead, coach, and support a team of up to 12 customer support specialists through regular 1:1s and performance feedback.
• Handle customer escalations and resolve complex issues with a customer-first approach.
• Coach team members on quality, CSAT, productivity, and best practices.
• Support new hire training, nesting, and ongoing learning initiatives.
• Assist with ticket management and ensure customer inquiries are resolved accurately and efficiently.
• Identify trends through root cause analysis and recommend process improvements.
• Maintain accurate documentation for coaching sessions and performance records.
• Collaborate with cross-functional teams to improve the overall customer experience.

Qualifications

• 2+ years of customer service experience across phone, email, and chat.
• Experience leading or coaching a customer support team.
• Strong experience handling customer escalations and difficult conversations.
• Excellent English communication skills, both written and verbal.
• Strong coaching, problem-solving, and analytical skills.
• Proficiency with Google Workspace or Microsoft Office.
• Minimum typing speed of 40 WPM.

Nice to Have

• E-commerce, retail, or direct-to-consumer customer support experience.
• Experience with QA coaching, performance management, and training.
• Familiarity with ticketing and customer support platforms."

Schedule

• Saturday to Wednesday, 1am to 10am PHT

What's in it for you?

• HMO coverage from Day 1 + 2 free dependents upon regularization
• Enjoy a fully remote setup with all the tools you need
• Full-time role with excellent perks and benefits