Lead, Customer Support & Team Coaching

Ubiquity; Bacolod; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Ubiquity in the Philippines seeks a Team Leader to drive service excellence with Head, Heart, Hustle. You will coach a team of agents, ensure training on product updates, and manage performance to meet KPIs.

You’ll partner with HR and Operations to optimize workflows, handle escalations, and deliver timely reports while fostering a people-first culture that rewards results and growth.

Qualifications

• 1–2 years in Customer Support or Financial fields.
• 1–2 years of practical development skills coaching.
• Proven experience managing 10+ employees.
• Strong working knowledge of PC-based Internet and software.
• Ability to maintain highly confidential information.
• Focus on results, prioritization, next steps, and delegation.

Responsibilities

• Manage a team of agents to meet or exceed goals with coaching.
• Ensure agents are trained on product and system updates.
• Conduct business reviews and performance management.
• Provide floor support as SME on policy and procedures; handle escalations.
• Assist queue management with the Global Command Center.
• Prepare and submit reports to the Operations Manager.
• Attend calibration sessions and client meetings.
• Perform admin tasks and liaise with HR on benefits and grievances.
• Design performance-based incentive programs and run team-building activities.
• Ensure agents act in accordance with policies.

Skills

Team management

Coaching & mentoring

Customer support experience

Confidential information handling

Goal-oriented / KPI focus

PC based Internet proficiency

Job description

Ubiquity in the Philippines seeks a Team Leader to drive service excellence with Head, Heart, Hustle. You will coach a team of agents, ensure training on product updates, and manage performance to meet KPIs.

You’ll partner with HR and Operations to optimize workflows, handle escalations, and deliver timely reports while fostering a people-first culture that rewards results and growth.