Night-Shift Team Lead, Airline Support (EN/JP)

TP

Metro Manila

On-site

PHP 670,000 - 1,004,000

Full time

14 days+

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Job summary

TP is seeking a Customer Support Team Lead to guide a bilingual Japanese/English-speaking team for an international airline project based in the Philippines. You will manage daily operations, coach staff, and drive service quality across flight reservations, changes, and refunds.

The role focuses on KPI performance, stakeholder reporting, and a supportive environment to sustain strong results. Ideal candidates will have leadership experience in airline-related BPO settings, a C1 level of

Qualifications

Experience leading a Japanese/English-speaking customer support team.
Airline/aviation customer service operations experience.
Team Lead or equivalent leadership in a BPO or airline call center environment.
Minimum 2 years in a leadership role within BPO or airline centers.
Proficiency in English (C1 level or above) is required.

Responsibilities

Monitor and manage daily team KPIs including SLA, CSAT, and AHT.
Provide coaching, feedback, and performance evaluations to team members.
Handle escalated customer cases and operational issues.
Prepare and maintain performance reports for stakeholders.
Collaborate with internal departments and stakeholders.
Support team in maintaining high service quality and productivity.
Ensure smooth day-to-day operations of the Japanese-speaking customer support team.