Customer Service Team Leader Permanent - Full Time

Newstel Worldwide; Quezon City; Remote; PHP 500,000 - 800,000; Full time

Job summary

Newstel Worldwide is seeking a Customer Experience Team Lead to guide a fast-growing CX team in a remote-capable setup across the Philippines. You will drive performance, uphold service standards, and partner with stakeholders to deliver a customer-first experience.

Responsibilities include coaching, QA, monitoring workloads, analyzing metrics, and implementing process improvements. The role requires strong communication, leadership, and the ability to thrive in a startup environment.

Qualifications

• Experience leading and developing a high-volume customer support team.
• Strong track record in achieving CSAT, SLA, and first-contact resolution targets.
• Ability to coach, mentor and conduct regular performance reviews.
• Data-driven approach to identify trends and drive process improvements.

Responsibilities

• 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 prioritize work effectively.
• Monitor daily plans and complete ad-hoc tasks as required.
• Provide real-time support and escalate issues when needed.
• Drive CSAT targets and value-driven conversations.
• Coach on retention, subscription management, and renewals.
• Conduct regular 1-2-1s and performance reviews.
• Perform QA reviews and give actionable feedback.
• Produce weekly performance reports and analyze data for improvements.
• Identify customer trends and operational risks; escalate findings.

Skills

Team leadership

Customer service excellence

Coaching & mentoring

Performance management

Data-driven decision making

Communication

Time management

Analytical thinking

Problem solving

Education

Bachelor's degree in relevant field

Tools

Gorgias

Zendesk

Shopify

Job description

Job Description:

Remote – Open to candidates in the Philippines
Full-Time | Permanent
UseYour 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 clients 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 clients continued growth.

• 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

Requirements: