Customer Support Team Lead

MicroSourcing; Philippines; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Healthcare coverage from day one

Paid time-off with cash conversion

Performance bonuses

Job summary

MicroSourcing Pasay is seeking a Customer Support Team Lead to guide the Philippines-based support team. This on-site role requires night shift coverage and close collaboration with onshore leadership to ensure top-tier customer experiences.

The ideal candidate brings 3+ years in customer service with strong English proficiency (C1), a track record of coaching agents, and hands-on experience with KPI/ SLA management, QA, and process improvements.

Qualifications

• At least C1 English level proficiency.
• Typing speed 55 WPM or higher.
• Understanding of printing and file setup fundamentals (bleed, CMYK, resolution).
• 3 years of experience in customer service or call centers.
• 1 year of experience in printing/designer-related industries preferred.

Responsibilities

• Acts as the most experienced team member and liaison between onshore leadership and the Philippines-based support team.
• Provides strategic leadership and ensures high-quality customer support delivery.
• Oversees daily operations, workforce coverage, and queue management to meet SLAs.
• Conducts regular coaching, 1:1s, and career development discussions.
• Establishes and enforces KPIs, SLAs, and quality standards across channels.
• Screens calls, chats, emails, and tickets to ensure quality and compliance.
• Performs QA audits and provides structured feedback and coaching plans.
• Develops and implements performance improvement plans when required.
• Maintains team engagement, motivation, and accountability for continuous improvement.
• Tracks and analyzes performance reports and trends for leadership.
• Identifies gaps and recurring issues; proposes and implements solutions.
• Leads process optimization to improve resolution times and customer satisfaction.
• Collaborates with operations, product, engineering, training, and QA to resolve escalations.
• Acts as final escalation point for complex cases.
• Ensures compliance with policies, data privacy, and security standards.
• Owns onboarding, training, and certification for new hires and promotions.
• Creates and updates SOPs, workflows, and knowledge bases; drives CRM usage consistency.
• Leads training and change management for new products and system updates.
• Ensures team readiness for major launches or changes.
• Aligns staffing with forecasted volumes and business needs; partners on workforce planning.

Skills

Team leadership

Customer service

Coaching & feedback

KPI & SLA management

Quality assurance

Cross-functional collaboration

Job description

Pasay City, Metro Manila, Philippines

Full-Time

On-Site

Job Description

Position: Customer Support Team Lead

Location: Two E-com Pasay

Work setup & shift: Onsite, Night shift

Why join MicroSourcing?

• 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

• 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.

For more information, visit https://www.microsourcing.com/