Member Services Team Lead (Office-based | SM North)

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

About Us

Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.

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

Performance Expectations

• Ensure team adherence to quality standards
• Maintain high member satisfaction and operational efficiency
• Proactively manage team operations to avoid coverage gaps and issues

Requirements

• 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
• Computer and Technology savvy - must be able to use multiple systems at once, must be able to use features such as screen shots, copy and paste, etc.
• This is an extremely fast paced role and requires you to be able to adapt to changes quickly
• Polite and professional conduct, excellent interpersonal skills
• Proactive attitude with an ability to creatively solve problems quickly
• Independent, excellent time management and organizational skills
• Willing to support other teams when needed
• Ability to prioritize and meet deadlines working under pressure

Work Schedule

Friday-Tuesday OR Saturday-Wednesday,9:00 PM-6:00 AM Manila Time(Must be open to shifting schedule if needed)

Work Setup

Office-based (SM North EDSA)

Note

As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

Additional information

• Up to $350 USD monthly salary increase after one year (performance-based)
• Up to $300 USD monthly incentives for eligible Retention Team members
• Competitive Salary + Company Benefits