Member Services Team Lead | Coaching & Escalations

Outsourced Quality Assured Services Pty; Quezon City; On-site; PHP 558,000 - 837,000; Full time

Job summary

Outsourced invites applications for a Member Services Team Lead (Office-based | SM North) to head a fast-paced support group handling emails and calls from members.

Based in Manila, you will coach Tier 1/2 specialists, monitor quality, manage schedules, and handle escalations with professionalism to maintain high satisfaction.

This full-time role requires 3+ years of leadership and 4+ years in customer service, fluent English, and strong written and oral communication.

Qualifications

• 3+ years of Team Lead experience.
• 4+ years of customer service experience (preferably mainly email and phone).
• Speak English language fluently.
• Ability to handle escalated situations with customers, both by phone and email, in a professional way.
• Ability to provide training and guidance to support team in a supportive way.
• Excellent written and oral communication.

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 directly with Director of Member Services when needed
• Oversee team performance to ensure correct procedures are being followed and provide coaching as needed; audit ~10% of email and phone 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 to ensure adequate coverage
• Handle scheduling, attendance, callouts, and other administrative tasks

Skills

Team leadership

Customer service

English proficiency

Communication

Problem solving

Tools

Multiple systems access

Job description

Outsourced invites applications for a Member Services Team Lead (Office-based | SM North) to head a fast-paced support group handling emails and calls from members.

Based in Manila, you will coach Tier 1/2 specialists, monitor quality, manage schedules, and handle escalations with professionalism to maintain high satisfaction.

This full-time role requires 3+ years of leadership and 4+ years in customer service, fluent English, and strong written and oral communication.