Product Support Team Lead: Inspire & Elevate Your Team

Newfold Digital; Philippines; On-site; PHP 500,000 - 900,000; Full time

Benefits offered by this job

HMO benefits

Punctuality Bonus

Generous Vacation policy

Job summary

Network Solutions is seeking a proactive Team Leader to guide and mentor Product Support Specialists, ensuring exceptional customer service and adherence to company standards. You will delegate tasks, monitor performance, coach teammates, and communicate updates on new products and processes.

The role requires at least one year in current role, clean attendance, and a track record of reliability. You’ll collaborate with managers and the training team to drive service levels and team development.

Qualifications

• Must be a regular employee with at least one year of tenure in the current role.
• Must have no HR, QA, or Workforce-related violations within the past six months.
• Must have good attendance and performance records for the past six months.

Responsibilities

• Leads by example, inspires, motivates and manages staff, strictly adhering to the companies’ guidelines and expectations
• Creates an environment orientated to trust, open communication and cohesive team effort
• Coaches, educates, trains and supervises the team to work together and ensure they’re delivering exceptional customer service
• Delegate tasks, set deadlines, offers guidance and feedback to Product Support Specialists
• Monitors the team closely in relation to service standards, productivity and report on metrics
• Assists and educates agents with any technical challenges and further troubleshooting
• Takes supervisory/complaints, queries or calls, provided that agents already tried to take call ownership and exhaust all resources
• Monitors and evaluates overall and individual performance of the agents, providing learning or coaching opportunities, and taking corrective action, if necessary
• Identifies the needs of the Product Support Associates and mentors them towards development
• Maintains confidentiality, address personal and team issues sensitively and appropriately
• Conducts regular weekly team meetings and one on one coaching, incorporating feedback, training and motivational techniques, and tailor‑made advice
• Escalates issues urgently, correctly and accurately and follows up unresolved cases
• Provides accurate and detailed monthly and weekly performance reports
• Keeps up personal skills by answering calls, chats or tickets on a required basis
• Analyzes the day‑to‑day operation, volume of calls, chats and emails in queue and implements action plans on a daily basis to ensure key performance indicators and associated service levels are achieved
• Supports company decisions and policies and effectively relay messages to co-workers
• Works collaboratively and closely with fellow Team Leaders, Managers and Training Team

Skills

Leadership

People management

Coaching

Job description

Network Solutions is seeking a proactive Team Leader to guide and mentor Product Support Specialists, ensuring exceptional customer service and adherence to company standards. You will delegate tasks, monitor performance, coach teammates, and communicate updates on new products and processes.

The role requires at least one year in current role, clean attendance, and a track record of reliability. You’ll collaborate with managers and the training team to drive service levels and team development.