Remote Customer Service Team Lead - Grow & Coach

Newstel Gmbh; Philippines; Remote; PHP 1.004.000 - 1.674.000; Vollzeit

Benefits dieser Stelle

Remote work

Use Your Own Device

Zusammenfassung

Newstel Gmbh is seeking a Customer Service Team Leader to guide a fast-moving team of agents delivering outstanding support for our clients. This remote role is open to candidates in the Philippines, and you will drive performance, quality and customer satisfaction across all interactions.

You will coach, develop and evaluate team members, manage workloads and processes, and partner with stakeholders to ensure service excellence and operational efficiency in a growing startup environment.

Qualifikationen

• Experience leading customer service teams in a high-volume environment.
• Strong written and verbal communication with attention to detail.
• Ability to coach, develop and conduct regular 1-2-1s.
• Data-driven with ability to produce weekly performance reports.
• Familiar with CSAT, response time and ticket KPIs.

Aufgaben

• Lead and support a team of Customer Service Agents to deliver exceptional customer service.
• Oversee the inbox to ensure productivity, SLA adherence and workload management.
• Ensure correct inbox views and prioritisation of work.
• Monitor daily plans and complete ad-hoc tasks as required.
• Provide real-time support through internal channels and escalate where needed.
• Drive CSAT and KPI targets across the team.
• Coach on retention, subscription management and value-driven conversations.
• Conduct regular 1-2-1s, performance reviews and coaching sessions.
• Perform QA reviews and calibration for consistency.
• Produce weekly performance reports and analyse data for improvements.
• Monitor trends and operational risks; escalate findings and propose improvements.
• Act as first point of contact for day-to-day issues and blockers.
• Support onboarding and training of new team members.

Kenntnisse

Team Leadership

Customer Service

Coaching

KPIs & CSAT

Stakeholder Collaboration

Operational Excellence

Data Analysis

Reliability

Adaptability

Weekend Availability

Tools

Gorgias

Zendesk

Shopify

Jobbeschreibung

Newstel Gmbh is seeking a Customer Service Team Leader to guide a fast-moving team of agents delivering outstanding support for our clients. This remote role is open to candidates in the Philippines, and you will drive performance, quality and customer satisfaction across all interactions.

You will coach, develop and evaluate team members, manage workloads and processes, and partner with stakeholders to ensure service excellence and operational efficiency in a growing startup environment.