Operations Team Lead – Billing & Customer Experience

SupportNinja; Hinoba-an; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Retirement Savings Program

Life Insurance Coverage

HMO activated starting on your very第一?

Free Dependent Coverage

Free Lunch Daily

Job summary

SupportNinja in the Philippines seeks a results-driven Team Leader to guide a high-performing customer service team. You will coach, supervise, and ensure delivery of exceptional customer experiences while managing work orders, billing validation, and cross-functional vendor coordination.

You will enforce SLAs and KPIs, drive process improvements, and mentor staff to achieve targets. The role requires at least 3 years in a related role and 1 year in leadership, preferably in call center settings.

Qualifications

• 3+ years in a representative role similar to the one supported.
• 1+ year in a leadership/supervisory role, preferably in a call center environment.
• Client-facing experience is a plus.

Responsibilities

• Lead and supervise a team of representatives to deliver exceptional customer experiences.
• Coach, mentor, and develop team members to improve performance and productivity.
• Monitor SLAs and KPIs, drive continuous improvement across processes and workflows.
• Oversee work order review, billing validation, and vendor coordination activities.

Skills

Communication

Customer service

Problem solving

Interpersonal skills

Tools

D365/Dynamics

Outlook

Avaya Cloud

Nanonets

CRM

Job description

SupportNinja in the Philippines seeks a results-driven Team Leader to guide a high-performing customer service team. You will coach, supervise, and ensure delivery of exceptional customer experiences while managing work orders, billing validation, and cross-functional vendor coordination.

You will enforce SLAs and KPIs, drive process improvements, and mentor staff to achieve targets. The role requires at least 3 years in a related role and 1 year in leadership, preferably in call center settings.