Remote Customer Service Team Lead – Roadside Support

Symbos; Manila; On-site; PHP 400,000 - 650,000; Full time

Benefits offered by this job

Onsite training in Ortigas, Pasig City

Job summary

Symbos, an Australian-led global service partner, seeks a Customer Service Team Leader to direct a frontline team supporting an emergency roadside assistance program. You will coach agents, guide real-time service delivery and manage escalations.

This permanent, work-from-home leadership role covers 24/7 operations, including night shifts, weekends and peak periods. Training onsite for the first 30 days will occur in Ortigas, Pasig City.

Qualifications

• Experience in a voice-based contact centre, BPO or customer operations environment.
• Team lead, SME, coaching or supervisory exposure, ideally supporting frontline agents against service, quality and adherence goals.
• Bachelor's degree preferred in Business, Operations, Management or related field.
• Strong coaching, communication, escalation handling and performance-management skills.

Responsibilities

• Lead, coach and support Customer Service Associates to deliver calm, accurate and empathetic roadside assistance.
• Set clear expectations, provide regular feedback, identify capability gaps and support agents in meeting program, customer and quality requirements.
• Manage day-to-day team execution across inbound calls, outbound provider coordination, customer follow-up, escalations and documentation.
• Monitor team performance against commitment adherence, customer experience, quality, average handle time and not-on-call or auxiliary-time goals.
• Use service data to identify trends, address underperformance and reinforce behaviours that improve customer and operational outcomes.
• Reinforce approved workflows, policy coverage guidance, documentation standards, security controls and client procedures.
• Act as the first leadership point of support for agent, customer, provider and internal escalations, closing the loop with practical corrective actions.

Skills

Coaching

Communication

Escalation handling

Performance management

Team leadership

Education

Bachelor's degree in Business/Operations/Management

Senior High School graduate or equivalent

Tools

Google Maps

Client tools

Job description

Symbos, an Australian-led global service partner, seeks a Customer Service Team Leader to direct a frontline team supporting an emergency roadside assistance program. You will coach agents, guide real-time service delivery and manage escalations.

This permanent, work-from-home leadership role covers 24/7 operations, including night shifts, weekends and peak periods. Training onsite for the first 30 days will occur in Ortigas, Pasig City.