Member Services Team Lead: Coaching & Escalations (Night Shift)

Outsourced; Quezon City; On-site; PHP 446,000 - 670,000; Full time

Job summary

Outsourced in Manila is seeking a Member Services Team Lead for an office-based role at SM North EDSA. The position oversees a Tier 1/2 support team handling email and phone queries, with coaching and performance oversight.

The role requires 3+ years of team leadership, 4+ years in customer service, fluent English, and the ability to manage escalations professionally. Expect a fast-paced environment with shifts to cover Friday to Tuesday or Saturday to Wednesday, 9:00 PM–6:00 AM Manila Time.

Qualifications

• 3+ years of Team Lead experience.
• 4+ years of customer service experience, preferably email and phone.
• Fluent English spoken and written.
• Ability to handle escalations professionally by phone and email.
• Ability to train and guide the support team.
• Excellent written and oral communication.
• Proficient with multiple systems and basic tech tools.
• Fast-paced role requiring adaptability and proactive problem-solving.

Responsibilities

• Lead the first-line support team (Tier 1/2) and QA.
• Escalate to Director of Member Services when needed.
• Provide weekly coaching and performance feedback.
• Monitor performance and ensure adherence to procedures.
• Manage escalations to prevent complaints and disputes.
• Oversee scheduling, attendance, and other admin tasks.

Skills

Team leadership

Customer service

English fluency

Communication skills

Time management

Problem solving

Multitasking

Tools

CRM software

Ticketing systems

Screenshots tools

Job description

Outsourced in Manila is seeking a Member Services Team Lead for an office-based role at SM North EDSA. The position oversees a Tier 1/2 support team handling email and phone queries, with coaching and performance oversight.

The role requires 3+ years of team leadership, 4+ years in customer service, fluent English, and the ability to manage escalations professionally. Expect a fast-paced environment with shifts to cover Friday to Tuesday or Saturday to Wednesday, 9:00 PM–6:00 AM Manila Time.