Pioneer Team Lead, Customer Support (Non-Voice)

Enshored; Pasig; On-site; PHP 893,000 - 1,339,000; Full time

Job summary

Enshored is seeking a seasoned Customer Support Leader in Pasig to oversee a non-voice Pioneer Team, drive service quality, and mentor staff. You will collaborate on knowledge base development, SOPs, and support workflows while monitoring CSAT, FRT, FCR, and QA metrics.

The role requires 5+ years in customer support, including leadership experience, with a strong background in supporting consumer hardware and mobile apps. Proficiency in Intercom and Notion is highly valued.

Qualifications

• 5+ years in Customer Support, with at least 2 years in a leadership/Team Lead capacity within a technical support environment.
• Strong background in supporting consumer hardware and mobile apps; familiarity with networking and troubleshooting methodologies.
• Exceptional written English skills with the ability to coach others on translating complex tech-speak into simple, friendly language.
• Proven ability to lead through ambiguity and adapt to evolving processes in a fast-paced environment.
• High proficiency in CRM platforms (Intercom) and documentation tools (Notion).

Responsibilities

• Lead a Pioneer Team: Oversee daily operations for a non-voice team, setting high standards for team engagement, culture, and delivery.
• Process Architecture: Build and refine internal knowledge bases, SOPs, and support workflows.
• Performance Management: Monitor metrics like CSAT, FRT, FCR, and QA scores.
• Technical Mentorship: Escalation point for complex hardware and app connectivity issues.
• Quality & Coaching: Conduct QA audits and 1-on-1 coaching to ensure clear, empathetic communication.

Skills

Customer support leadership

English communication

Networking familiarity

CRM tools (Intercom)

Troubleshooting

Tools

Intercom

Notion

Job description

Enshored is seeking a seasoned Customer Support Leader in Pasig to oversee a non-voice Pioneer Team, drive service quality, and mentor staff. You will collaborate on knowledge base development, SOPs, and support workflows while monitoring CSAT, FRT, FCR, and QA metrics.

The role requires 5+ years in customer support, including leadership experience, with a strong background in supporting consumer hardware and mobile apps. Proficiency in Intercom and Notion is highly valued.