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

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

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

Full Time Employee

Job Summary

In this leadership role, you will lead the support team that responds to customer emails and phone calls

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.