Remote Customer Support Team Lead

Workstream Platform Services Limited; Manila; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Permanently Remote

Monthly stipend

Annual bonus

Performance bonuses

Flexible PTO

Holidays off

Job summary

Workstream Platform Services Limited is seeking a Customer Support Team Lead to guide a team of 8-13 specialists delivering support via phone, chat, and email. You will coach, develop competencies, and implement a knowledge-transfer plan to promote high performance and engagement.

You will drive team performance, streamline processes, and improve customer satisfaction and SLA outcomes while conducting weekly 1:1s to elevate skills.

Qualifications

• At least 4 years of professional experience in the BPO, shared services, or similar industry, with 2 years in a leadership role.

Responsibilities

• Own team performance and retention; drive internal efficiencies and SLA success.
• Build and optimize processes for issue resolution and customer satisfaction.
• Ensure the success of each Customer Support Specialist and the leadership team.
• Conduct weekly 1:1s to level up team members and discuss role-specific topics.
• Participate in management discussions to align practices and change management.

Skills

Leadership

Multi-channel support

KPI management

Organizational skills

Data analysis

Communication skills

Product knowledge

Job description

Workstream Platform Services Limited is seeking a Customer Support Team Lead to guide a team of 8-13 specialists delivering support via phone, chat, and email. You will coach, develop competencies, and implement a knowledge-transfer plan to promote high performance and engagement.

You will drive team performance, streamline processes, and improve customer satisfaction and SLA outcomes while conducting weekly 1:1s to elevate skills.