Member Services Team Lead - Customer Support Leader

Outsourced

Quezon City

On-site

PHP 420,000 - 540,000

Full time

3 days ago

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Job summary

Outsourced in the Philippines is seeking a Team Lead to manage Tier 1/2 specialists and quality assurance in a fast-paced remote staff environment. You will coach, monitor performance, and handle escalations to ensure high member satisfaction.

The role requires 3+ years in team leadership and 4+ years in customer service, with fluent English and strong communication skills. Office-based at SM North EDSA with night shift schedule in Manila Time.

Qualifications

3+ years of Team Lead experience.
4+ years of customer service experience, preferably email and phone.
Fluent English language.
Ability to handle escalated situations professionally.
Ability to train and guide support team.
Excellent written and oral communication.
Tech-savvy; able to use multiple systems and capture screens.
Adaptable to a fast-paced environment.
Polite, professional conduct and strong interpersonal skills.

Responsibilities

Scope: lead Tier 1/2 specialists and QA.
Serve as first escalation point; coordinate with Director of Member Services as needed.
Monitor performance, coach, 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 and adjust for coverage.
Handle scheduling, attendance, and other admin tasks.