Remote Customer Experience Team Lead

Newstel Worldwide; Quezon City; Remote; PHP 500,000 - 800,000; Full time

Job summary

Newstel Worldwide is seeking a Customer Experience Team Lead to guide a fast-growing CX team in a remote-capable setup across the Philippines. You will drive performance, uphold service standards, and partner with stakeholders to deliver a customer-first experience.

Responsibilities include coaching, QA, monitoring workloads, analyzing metrics, and implementing process improvements. The role requires strong communication, leadership, and the ability to thrive in a startup environment.

Qualifications

• Experience leading and developing a high-volume customer support team.
• Strong track record in achieving CSAT, SLA, and first-contact resolution targets.
• Ability to coach, mentor and conduct regular performance reviews.
• Data-driven approach to identify trends and drive process improvements.

Responsibilities

• Lead and develop a team of Customer Service Agents to deliver exceptional customer service.
• Oversee inbox productivity, SLA adherence, and workload management.
• Ensure correct inbox views and prioritize work effectively.
• Monitor daily plans and complete ad-hoc tasks as required.
• Provide real-time support and escalate issues when needed.
• Drive CSAT targets and value-driven conversations.
• Coach on retention, subscription management, and renewals.
• Conduct regular 1-2-1s and performance reviews.
• Perform QA reviews and give actionable feedback.
• Produce weekly performance reports and analyze data for improvements.
• Identify customer trends and operational risks; escalate findings.

Skills

Team leadership

Customer service excellence

Coaching & mentoring

Performance management

Data-driven decision making

Communication

Time management

Analytical thinking

Problem solving

Education

Bachelor's degree in relevant field

Tools

Gorgias

Zendesk

Shopify

Job description

Newstel Worldwide is seeking a Customer Experience Team Lead to guide a fast-growing CX team in a remote-capable setup across the Philippines. You will drive performance, uphold service standards, and partner with stakeholders to deliver a customer-first experience.

Responsibilities include coaching, QA, monitoring workloads, analyzing metrics, and implementing process improvements. The role requires strong communication, leadership, and the ability to thrive in a startup environment.