Member Services Team Lead: Coaching & Escalations

Outsourced Quality Assured Services Inc. (ISO Certified); Philippines; On-site; PHP 841,000 - 1,332,000; Full time

Benefits offered by this job

Competitive Salary + Company Benefits

Up to $350 USD monthly salary increase

Up to $300 USD monthly incentives

Job summary

Outsourced is a Philippines-based outsourcing company seeking a Team Lead for the Member Services/Retention team. The role leads Tier 1/2 specialists, coaches performance, and ensures adherence to procedures in a fast-paced environment.

You will handle escalations by phone and email, coordinate coverage, and work with multiple systems to deliver high-quality service from our Manila office.

Qualifications

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

Responsibilities

• Scope: First-line leadership; manages Tier 1/2 specialists and quality assurance.
• Serve as the first point of escalation for Tier 1/2 questions, communicating with Director of Member Services when needed.
• Oversee team performance to ensure correct procedures; provide coaching and audit ~10% of cases weekly.
• Deliver weekly coaching and performance feedback.
• Handle escalations to prevent complaints, disputes, and chargebacks.
• Monitor benefit code availability; coordinate testing and reloads.
• Manage daily workloads of team members and adjust for coverage.
• Handle scheduling, attendance, and other administrative tasks.

Skills

Team Leadership

Customer Service

Communication

Time Management

Problem Solving

Tools

CRM software

Job description

Outsourced is a Philippines-based outsourcing company seeking a Team Lead for the Member Services/Retention team. The role leads Tier 1/2 specialists, coaches performance, and ensures adherence to procedures in a fast-paced environment.

You will handle escalations by phone and email, coordinate coverage, and work with multiple systems to deliver high-quality service from our Manila office.