Customer Service Team Leader | Permanent - Full Time

Newstel GmbH; Philippines; A distancia; PHP 480.000 - 720.000; Jornada completa

Descripción de la vacante

Newstel Gmbh is seeking a Customer Experience Team Leader to guide a remote team of Customer Service Agents in delivering outstanding support aligned with the client’s brand values.

You will drive performance, coach your team, manage workloads and SLA adherence, and collaborate with stakeholders to ensure operational excellence across all customer interactions, including subscription-based services.

Formación

• Experience leading a customer service team.
• A proven track record in high-volume support environments.
• Strong communication and coaching abilities.
• Familiarity with CSAT and operational KPIs.

Responsabilidades

• Lead and develop a team of Customer Service Agents to deliver exceptional customer service.
• Oversee inbox productivity, SLA adherence, and workload management.
• Ensure correct inbox views and prioritisation of tasks.
• Provide real-time support and escalate issues as needed.
• Drive CSAT and response-time targets; monitor performance.
• Coach on retention, subscription management, and value-driven conversations.
• Conduct regular 1-2-1s and performance reviews.
• Perform QA reviews and participate in calibration sessions.
• Produce weekly performance reports and identify improvement opportunities.
• Monitor trends and escalating risks to propose process improvements.
• Serve as first point of contact for day-to-day operational blockers.
• Support onboarding and training of new team members.

Conocimientos

Team leadership

Customer service excellence

SLA management

Coaching and development

Analytical

Collaboration

Decision making

Adaptability

High-volume handling

Customer retention

Herramientas

Gorgias

Zendesk

Shopify

Descripción del empleo

Customer Service Team Leader | Permanent - Full Time

Company: Newstel Gmbh

Job Type: Full Time Remote / Work from Home

Job Description - Customer Service Team Leader | Permanent - Full Time

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