Hybrid CS Team Lead — Lead QA/QC, SOPs & Coaching

Funtomato Consultancy Inc.; Makati; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Transportation allowance

Meal allowance

Internet allowance (remote)

Job summary

Funtomato Consultancy Inc. is hiring a Customer Service Team Lead in Makati, Philippines. The role is on-site during the initial 3–6 months with a potential transition to remote work depending on business and team performance.

It features a 4-day work week and 12-hour shifts, with approximately 40–48 hours per week. You will lead the customer service team, drive QA/QC standards, develop SOPs, coach staff, manage schedules, handle escalations, and collaborate with management to meet service

Qualifications

• Experience leading customer service operations and managing teams.
• Proven QA/QC and customer service quality management experience.
• Experience developing, optimizing, and implementing SOPs.
• Strong coaching and frontline support skills.
• Experience with shift and workforce management.
• Excellent communication, leadership, problem-solving, and incident-handling abilities.
• Willing to work on-site initially and open to remote later.
• Flexible with shifting schedules and 12-hour shifts.
• Must have feasible daily transportation for initial on-site setup.

Responsibilities

• Lead and manage the Customer Service team to ensure smooth day-to-day operations.
• Monitor and maintain customer service quality and performance standards.
• Oversee QA/QC and ensure adherence to quality standards.
• Develop, optimize, and implement SOPs and processes.
• Coach and support CS representatives to improve performance and service quality.
• Manage team schedules, staffing, and workforce requirements.
• Handle escalations and operational issues effectively.
• Identify recurring issues and recommend process improvements.
• Monitor team performance and provide regular feedback.
• Work with management to meet service objectives.

Skills

Customer service operations

Team management

QA/QC and quality management

SOP development and optimization

Coaching frontline CS reps

Shift and workforce management

Leadership and communication

Incident handling

Job description

Funtomato Consultancy Inc. is hiring a Customer Service Team Lead in Makati, Philippines. The role is on-site during the initial 3–6 months with a potential transition to remote work depending on business and team performance.

It features a 4-day work week and 12-hour shifts, with approximately 40–48 hours per week. You will lead the customer service team, drive QA/QC standards, develop SOPs, coach staff, manage schedules, handle escalations, and collaborate with management to meet service