Customer Support Team Lead

MicroSourcing; Pasay; On-site; PHP 1,004,000 - 1,451,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Flexible work arrangements

Team events

Job summary

MicroSourcing is seeking a Customer Support Team Lead in Pasay for an onsite night shift role. You will lead a Philippines-based support team, ensure service quality, manage KPIs, and collaborate with cross-functional groups to resolve escalations.

This position requires strong leadership, coaching, and a proven track record in customer service. Responsibilities include performance reviews, process improvements, and ensuring compliance with policies while onboarding new hires and maintaining

Qualifications

• At least C1 English Level Proficiency.
• Typing speed of 55 WPM or higher.
• Understanding of printing and file setup fundamentals, such as bleed, CMYK, and resolution.
• 3 years of experience in customer service or call center experience.
• 1 year of experience in printing, design, or creative-related industries preferred.

Responsibilities

• Serves as the most experienced team member and the primary liaison between onshore leadership and the Philippines-based support team.
• Provides strategic and hands-on leadership, ensuring consistent delivery of high-quality customer support services.
• Oversees daily customer support operations, workforce coverage, and queue management to meet service-level targets.
• Conducts regular one-on-one performance reviews, coaching sessions, and career development discussions.
• Establishes, monitors, and enforces KPIs, SLAs, and quality standards across all support channels.
• Screens calls, monitors chats, emails, and tickets to ensure quality, compliance, and professionalism.
• Performs quality assurance audits and provides structured feedback and coaching plans.
• Develops and implements performance improvement plans (PIPs) and corrective actions when required.
• Maintains team engagement, morale, motivation, and a culture of accountability and continuous improvement.
• Tracks, analyzes, and delivers detailed performance reports, insights, and trend analysis to leadership.
• Identifies operational gaps, process inefficiencies, and recurring customer issues; proposes and implements solutions.
• Leads process optimization initiatives to improve resolution times, customer satisfaction, and team efficiency.
• Collaborates with cross-functional teams to resolve escalations and systemic issues.
• Acts as the final point of escalation for complex or high-impact customer cases.
• Ensures adherence to internal policies, security standards, data privacy, and compliance requirements.
• Owns onboarding, training, and certification of new hires and team promotions.
• Creates, maintains, and updates SOPs, workflows, playbooks, and knowledge base documentation.
• Drives consistency in tools usage, CRM documentation, and internal communication standards.
• Leads training and change management efforts for new products, features, tools, and system updates.
• Ensures the readiness of the team before any major launches or operational changes.
• Aligns staffing plans, schedules, and resource allocation with forecasted volumes and business needs.
• Partners with leadership on workforce planning, capacity management, and succession planning.
• Participates in leadership meetings, operational reviews, and strategic planning discussions.

Skills

English Proficiency

Typing speed

Print/file setup

Customer service exp

Print/design exp

Job description

Job Description:

Job Description

Discover your 100% YOU with MicroSourcing!

Position: Customer Support Team Lead

Location: Two E-com Pasay

Work setup & shift: Onsite, Night shift

Why join MicroSourcing?*

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

• Serves as the most experienced team member and the primary liaison between onshore leadership and the Philippines-based support team
• Provides strategic and hands-on leadership, ensuring consistent delivery of high-quality customer support services
• Oversees daily customer support operations, workforce coverage, and queue management to meet service-level targets
• Conducts regular one-on-one performance reviews, coaching sessions, and career development discussions
• Establishes, monitors, and enforces KPIs, SLAs, and quality standards across all support channels
• Screens calls, monitors chats, emails, and tickets to ensure quality, compliance, and professionalism
• Performs quality assurance audits and provides structured feedback and coaching plans
• Develops and implements performance improvement plans (PIPs) and corrective actions when required
• Maintains team engagement, morale, motivation, and a culture of accountability and continuous improvement
• Tracks, analyzes, and delivers detailed performance reports, insights, and trend analysis to leadership
• Identifies operational gaps, process inefficiencies, and recurring customer issues; proposes and implements solutions
• Leads process optimization initiatives to improve resolution times, customer satisfaction, and team efficiency
• Collaborates with cross-functional teams (operations, product, engineering, training, and QA) to resolve escalations and systemic issues
• Acts as the final point of escalation for complex or high-impact customer cases
• Ensures adherence to internal policies, security standards, data privacy, and compliance requirements
• Owns onboarding, training, and certification of new hires and team promotions
• Creates, maintains, and updates SOPs, workflows, playbooks, and knowledge base documentation Drives consistency in tools usage, CRM documentation, and internal communication standards
• Leads training and change management efforts for new products, features, tools, and system updates
• Ensures the readiness of the team before any major launches or operational changes
• Aligns staffing plans, schedules, and resource allocation with forecasted volumes and business needs
• Partners with leadership on workforce planning, capacity management, and succession planning
• Participates in leadership meetings, operational reviews, and strategic planning discussions

What You Need

Non-negotiables

• At least C1 English Level Proficiency
• Typing speed of 55 WPM or higher
• Understanding of printing and file setup fundamentals, such as bleed, CMYK, and resolution
• 3 years of experience in customer service or call center experience
• 1 year of experience in printing, design, or creative-related industries preferred

Preferred Skills/expertise

• Have worked at a printing company, have experience educating customers on how to prepare print files, or have a background in graphic design and print preparation.
• Knowledge of digital versus offset printing and the ability to identify or suggest improvements in customer files are highly valued.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique, authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit

https://www.microsourcing.com/

*Terms & conditions apply