Customer Support Team Lead: Grow, Coach & Elevate

Cloudstaff Philippines Inc.; Metro Manila; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Health insurance

Leave credits

Career advancement

PC/Laptop provided

Fiber internet connection

Free coffee & meals

VIP lounge & game rooms

Wellness program

Employee referral incentives

Employee share units program

Job summary

Cloudstaff Philippines Inc. is seeking a Pioneer Team Leader/Manager to guide and coach a client-facing team, ensuring service levels and quality standards are met. The role focuses on performance tracking, training, and development while sustaining a positive, high-performance environment.

The position emphasizes escalation handling, cross-department collaboration, and effective workforce planning to ensure optimal coverage and client satisfaction.

Responsibilities

• Lead, motivate, and mentor the team, guiding daily operations and ensuring adherence to policies and client requirements.
• Monitor team performance against KPIs such as call handling time, first-call resolution, and customer satisfaction.
• Provide coaching, conduct reviews, and prepare weekly/monthly performance reports for management.
• Ensure quality and compliance through monitoring, coaching, and corrective action plans.
• Identify training needs and deliver targeted coaching for product knowledge and call handling.
• Handle escalated issues, resolve conflicts, and coordinate with other departments on complex problems.
• Manage shift scheduling, attendance, and workforce allocation to meet demand and coverage needs.
• Maintain open communication through huddles, meetings, and one-on-one conversations, reporting status to leadership.
• Drive employee engagement, recognition, and retention through wellness initiatives and development opportunities.
• Support onboarding and ongoing professional growth to build team capabilities and readiness for advancement.

Job description

Cloudstaff Philippines Inc. is seeking a Pioneer Team Leader/Manager to guide and coach a client-facing team, ensuring service levels and quality standards are met. The role focuses on performance tracking, training, and development while sustaining a positive, high-performance environment.

The position emphasizes escalation handling, cross-department collaboration, and effective workforce planning to ensure optimal coverage and client satisfaction.