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

Outsourced; Quezon City; On-site; PHP 420,000 - 540,000; Full time

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.

Skills

Team Leadership

Customer Service

Coaching

English Fluency

Communication

Time Management

Problem Solving

Job description

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.