Customer Service Team Leader | Permanent - Full Time

Newstel Gmbh; Philippines; À distance; PHP 1 004 000 - 1 674 000; Plein temps

Avantages offerts par ce poste

Remote work

Use Your Own Device

Résumé du poste

Newstel Gmbh is seeking a Customer Service Team Leader to guide a fast-moving team of agents delivering outstanding support for our clients. This remote role is open to candidates in the Philippines, and you will drive performance, quality and customer satisfaction across all interactions.

You will coach, develop and evaluate team members, manage workloads and processes, and partner with stakeholders to ensure service excellence and operational efficiency in a growing startup environment.

Qualifications

• Experience leading customer service teams in a high-volume environment.
• Strong written and verbal communication with attention to detail.
• Ability to coach, develop and conduct regular 1-2-1s.
• Data-driven with ability to produce weekly performance reports.
• Familiar with CSAT, response time and ticket KPIs.

Responsabilités

• Lead and support a team of Customer Service Agents to deliver exceptional customer service.
• Oversee the inbox to ensure productivity, SLA adherence and workload management.
• Ensure correct inbox views and prioritisation of work.
• Monitor daily plans and complete ad-hoc tasks as required.
• Provide real-time support through internal channels and escalate where needed.
• Drive CSAT and KPI targets across the team.
• Coach on retention, subscription management and value-driven conversations.
• Conduct regular 1-2-1s, performance reviews and coaching sessions.
• Perform QA reviews and calibration for consistency.
• Produce weekly performance reports and analyse data for improvements.
• Monitor trends and operational risks; escalate findings and propose improvements.
• Act as first point of contact for day-to-day issues and blockers.
• Support onboarding and training of new team members.

Connaissances

Team Leadership

Customer Service

Coaching

KPIs & CSAT

Stakeholder Collaboration

Operational Excellence

Data Analysis

Reliability

Adaptability

Weekend Availability

Outils

Gorgias

Zendesk

Shopify

Description du poste

Customer Service Team Leader | Permanent - Full Time

Company: Newstel Gmbh Job Type: Full Time Remote / Work from Home

Remote – Open to candidates in the Philippines

Full-Time | Permanent

Use Your Own Device

About the Role

As a Customer Experience Team Lead , you will lead and develop a team of Customer Service Agents to deliver an exceptional support experience that reflects the client's brand values and customer-first approach. You will be responsible for driving team performance, maintaining high-quality standards, coaching and developing your team, and ensuring operational excellence across all customer interactions. Working closely with stakeholders, you will play a key role in developing a high-performing, collaborative team that consistently delivers outstanding service and contributes to the client's continued growth.

What You’ll Do

• Leading and supporting a team of Customer Service Agents to deliver exceptional customer service
• Overseeing the inbox to ensure high productivity, SLA adherence, and efficient workload management
• Ensuring the team is working in the correct inbox views and prioritising work effectively
• Monitoring daily operational plans and ensuring ad-hoc tasks are completed as required
• Providing real-time support through internal communication channels, escalating issues where appropriate
• Driving customer satisfaction by meeting and exceeding CSAT, response time, ticket handling and resolution targets
• Coaching your team on customer retention techniques, subscription management and delivering value-driven conversations
• Conducting regular 1-2-1s, performance reviews and coaching sessions to develop team capability
• Completing quality assurance reviews, providing actionable feedback and participating in calibration sessions to maintain consistency
• Producing weekly performance reports and using data to identify opportunities for improvement
• Monitoring customer trends, recurring issues and operational risks, escalating findings and recommending process improvements
• Acting as the first point of contact for day-to-day operational issues and helping the team overcome blockers
• Supporting onboarding and training of new team members where required

What You Bring

• Passionate about delivering exceptional customer experiences
• An excellent communicator, both written and verbal
• Known for maintaining high quality standards and attention to detail
• Calm and organised in a fast-paced environment
• Analytical, proactive and solutions-focused
• Highly collaborative with a positive, can-do attitude
• Accountable, reliable and comfortable making decisions
• Adaptable and excited by working in a growing startup environment
• Experience leading, mentoring or coaching team members
• A proven track record of working in a high-volume customer support environment.
• Strong understanding of customer satisfaction metrics and operational KPIs
• Experience with subscription-based products and customer retention strategies is desirable
• Flexibility to work weekends and public holidays as part of a rotating schedule
• Experience using customer support platforms (such as Gorgias, Zendesk, Shopify or similar) is advantageous