Remote Customer Service Team Lead

Newstel GmbH; Philippines; Remote; PHP 480,000 - 720,000; Full time

Job summary

Newstel Gmbh is seeking a Customer Experience Team Leader to guide a remote team of Customer Service Agents in delivering outstanding support aligned with the client’s brand values.

You will drive performance, coach your team, manage workloads and SLA adherence, and collaborate with stakeholders to ensure operational excellence across all customer interactions, including subscription-based services.

Qualifications

• Experience leading a customer service team.
• A proven track record in high-volume support environments.
• Strong communication and coaching abilities.
• Familiarity with CSAT and operational KPIs.

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 prioritisation of tasks.
• Provide real-time support and escalate issues as needed.
• Drive CSAT and response-time targets; monitor performance.
• Coach on retention, subscription management, and value-driven conversations.
• Conduct regular 1-2-1s and performance reviews.
• Perform QA reviews and participate in calibration sessions.
• Produce weekly performance reports and identify improvement opportunities.
• Monitor trends and escalating risks to propose process improvements.
• Serve as first point of contact for day-to-day operational blockers.
• Support onboarding and training of new team members.

Skills

Team leadership

Customer service excellence

SLA management

Coaching and development

Analytical

Collaboration

Decision making

Adaptability

High-volume handling

Customer retention

Tools

Gorgias

Zendesk

Shopify

Job description

Newstel Gmbh is seeking a Customer Experience Team Leader to guide a remote team of Customer Service Agents in delivering outstanding support aligned with the client’s brand values.

You will drive performance, coach your team, manage workloads and SLA adherence, and collaborate with stakeholders to ensure operational excellence across all customer interactions, including subscription-based services.