Customer Support Team Lead - Quality & Coaching

Boldr; Pasig; On-site; PHP 502,000 - 725,000; Full time

Job summary

Boldr in Pasig, Philippines is seeking a proactive Team Lead to supervise a shift, coach staff, and drive productivity while safeguarding data sensitivity and client satisfaction. You will monitor performance metrics, deliver training, and maintain open communication across teams and management.

The ideal candidate has 1 year of leadership and 3+ years in Customer Support, plus strong English prose and Excel/Google tools proficiency.

Qualifications

• Bachelor's/College Degree in any field.
• 1 year of leadership experience.
• 3+ years of Customer Support experience.
• Proficient with Google Drive/Sheets/Docs and MS Office.
• Excellent verbal and written communication skills.
• Ability to learn new technology quickly.
• Customer-oriented with adaptability.

Responsibilities

• Supervise and coach a team during the assigned shift to meet goals.
• Ensure QA standards and address issues promptly.
• Monitor key performance metrics and take corrective actions.
• Train new associates and provide ongoing development.
• Maintain open communication with team and management.
• Address operational challenges and escalate as needed.
• Manage the helpdesk and SLA adherence.
• Serve as POC in management queue for escalations.

Skills

Team leadership

Quality assurance

Performance metrics

Training & development

Communication

Problem solving

Helpdesk management

Escalation handling

Customer focus

Education

Bachelor's degree

Tools

Google Drive

Google Sheets

Google Docs

MS Office

Job description

Boldr in Pasig, Philippines is seeking a proactive Team Lead to supervise a shift, coach staff, and drive productivity while safeguarding data sensitivity and client satisfaction. You will monitor performance metrics, deliver training, and maintain open communication across teams and management.

The ideal candidate has 1 year of leadership and 3+ years in Customer Support, plus strong English prose and Excel/Google tools proficiency.