Product Support Team Lead: Mentor & Elevate Service

Network Solutions; Cebu City; On-site; PHP 500,000 - 800,000; Full time

Benefits offered by this job

HMO benefits – 175k MBL with two free/

Punctuality Bonus

Generous Vacation policy

Job summary

Network Solutions is seeking a leadership-focused professional to manage and mentor Product Support Associates in Cebu City. The role emphasizes coaching, performance development, and ensuring high-quality customer service. The ideal candidate will uphold company guidelines while fostering a collaborative team environment.

The position involves overseeing shifts, driving KPI attainment, and communicating product updates to the team to maintain service excellence.

Qualifications

• Must have at least one year in the current role.

Responsibilities

• Lead by example and inspire staff while following company guidelines.
• Coach and supervise Product Support Associates on shift to ensure exceptional customer service.
• Progress associates toward KPI targets and development plans.
• Disseminate new information and updates on products and processes to the team.
• Monitor service standards and productivity; assist with technical challenges and troubleshooting.
• Escalate issues urgently and follow up on unresolved cases.
• Collaborate with Team Leaders, Managers and other departments.

Skills

Leadership

Coaching

Team management

Customer service

Tools

CRM software

Analytics tools

Job description

Network Solutions is seeking a leadership-focused professional to manage and mentor Product Support Associates in Cebu City. The role emphasizes coaching, performance development, and ensuring high-quality customer service. The ideal candidate will uphold company guidelines while fostering a collaborative team environment.

The position involves overseeing shifts, driving KPI attainment, and communicating product updates to the team to maintain service excellence.