Member Services Lead — Customer Escalations & Coaching

Outsourced Global Staff; Philippines; On-site; PHP 502,000 - 837,000; Full time

Job summary

Outsourced is a Philippines-based outsourcing provider seeking a Member Services Team Lead (Office-based at SM North) to lead the Tier 1/2 support team handling emails and phone inquiries.

You will coach performance, conduct weekly feedback, manage escalations to prevent complaints, and ensure adherence to procedures while maintaining high member satisfaction and operational efficiency.

Qualifications

• 3+ years of Team Lead experience.
• 4+ years of customer service experience, preferably email and phone.
• Fluent in English.
• Ability to handle escalated customer situations professionally.
• Excellent written and oral communication.

Responsibilities

• Lead Tier 1/2 support team and QA.
• Serve as escalation point for Tier 1/2 questions; coordinate with Director of Member Services when needed.
• Provide weekly coaching and performance feedback; audit ~10% of email/phone cases.
• Handle escalations to prevent complaints, disputes, and chargebacks.
• Monitor benefit code availability; coordinate testing and reloads.
• Manage daily workloads and scheduling to ensure coverage.

Skills

Team Leadership

Customer Service

English Fluency

Communication Skills

Time Management

Training & Coaching

Problem Solving

Job description

Outsourced is a Philippines-based outsourcing provider seeking a Member Services Team Lead (Office-based at SM North) to lead the Tier 1/2 support team handling emails and phone inquiries.

You will coach performance, conduct weekly feedback, manage escalations to prevent complaints, and ensure adherence to procedures while maintaining high member satisfaction and operational efficiency.