Customer Support Team Lead — Onsite Night Shift

MicroSourcing International; 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

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