Manila Hybrid: Contact Center Team Lead

Careers-At-Eucalyptus; Manila; On-site; PHP 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Health insurance

Annual leave & absences

Transportation allowance

Professional development budget

13th month pay

Job summary

Eucalyptus Manila is seeking a Team Lead to guide the Manila support teams, ensuring empathetic, high-quality patient interactions at pace. You will manage people, drive performance, and serve as a cultural anchor while collaborating with cross-functional teams to maintain exceptional CSAT and operational efficiency.

Ideal candidates bring 4+ years of leadership in a startup or tech setting, strong English communication, and a proactive, data-driven mindset.

Qualifications

• At least 4 years of full-time leadership experience in startup, international, or tech company.
• Strong communication in English, concise and effective with stakeholders.
• Proven ability to coach, mentor, and empower team members to grow in their roles.

Responsibilities

• Run daily stand-ups to align the team on ticket handling strategy and priorities.
• Monitor queues, assign tickets, and balance workload across the team.
• Act as the first point of support for agents, providing guidance and accountability.
• Own data analysis and reporting at agent, team, and function level.

Skills

Team leadership

People management

Data analysis

Customer support experience

Tools

G Suite

Slack

Notion

Zendesk

Job description

Eucalyptus Manila is seeking a Team Lead to guide the Manila support teams, ensuring empathetic, high-quality patient interactions at pace. You will manage people, drive performance, and serve as a cultural anchor while collaborating with cross-functional teams to maintain exceptional CSAT and operational efficiency.

Ideal candidates bring 4+ years of leadership in a startup or tech setting, strong English communication, and a proactive, data-driven mindset.