Remote Customer Service Team Lead | Coaching & Escalations

HelloLesson; Philippines; On-site; PHP 687,000 - 1,030,000; Full time

Job summary

HelloLesson, an online education platform, is seeking a Customer Service Team Lead. This full-time remote position oversees a team delivering exceptional learner and instructor support, organizes schedules, addresses escalations, and coaches teammates on customer communication.

The role collaborates with cross-functional teams to improve processes and satisfaction. Responsibilities include monitoring metrics, documenting procedures, and maintaining service quality standards.

Qualifications

• Strong ability to deliver consistent, high-quality learner and instructor experiences.
• Experience leading customer service teams, setting performance expectations, and coaching.
• Excellent written and verbal communication, including handling complex or sensitive interactions.
• Prior experience with escalation handling.
• Proficiency with customer support platforms like Zendesk and basic reporting tools.

Responsibilities

• Oversee a remote team of customer service representatives and monitor performance.
• Organize schedules and manage coverage, including weekend or peak periods.
• Handle escalated inquiries and guide team on best practices for communication.
• Analyze support metrics and provide coaching to improve KPIs.
• Document procedures and streamline workflows to raise service quality.

Skills

Customer Service

Customer Support

Customer Satisfaction

Customer Service Management

Team Leadership

Communication

Escalations

Tools

Zendesk

Ticketing Systems

Reporting Tools

Job description

HelloLesson, an online education platform, is seeking a Customer Service Team Lead. This full-time remote position oversees a team delivering exceptional learner and instructor support, organizes schedules, addresses escalations, and coaches teammates on customer communication.

The role collaborates with cross-functional teams to improve processes and satisfaction. Responsibilities include monitoring metrics, documenting procedures, and maintaining service quality standards.