Remote Customer Support Team Lead

Sinch; Philippines; À distance; PHP 420 000 - 600 000; Plein temps

Résumé du poste

ClickSend, a Sinch brand, is hiring a Customer Service Team Leader in the Philippines to guide the support team, drive KPIs, and ensure high-quality customer interactions. You will coach agents, manage escalations, and develop training plans while maintaining a positive team culture.

Responsibilities include monitoring chats and emails, reporting on performance, and coordinating coverage during busy periods. English fluency and strong communication are essential.

Qualifications

• 2–3 years of experience as a Team Leader or in a similar role.
• Proven experience managing and supporting customer service teams.
• Knowledge and experience with performance metrics and KPIs, including CSAT.
• Experience in training, coaching, and identifying development needs.
• Fluent in English, both written and verbal.

Responsabilités

• Provide encouragement and support to team members, communicate team goals and identify areas for training.
• Set clear team goals and KPIs, monitor performance, and provide feedback.
• Oversee day-to-day operation and performance, delegate tasks and coordinate coverage.
• Monitor customer interactions to ensure timely and accurate handling.
• Assist agents with queries and support complex situations.
• Handle escalations and escalate to management when needed.
• Provide quality customer service and manage ClickSend channels.
• Monitor inbox activity and ensure timely responses.
• Identify gaps in knowledge base and suggest improvements.
• Collaborate with Support Manager on workload and training needs.
• Create a motivating team environment with open communication.
• Gather feedback and resolve issues or conflicts.
• Plan team-building activities and deliver regular reporting.

Connaissances

Team leadership

KPIs

Customer engagement

Communication

Coaching

Time management

Multitasking

Ownership

Collaboration

Attention to detail

Under pressure

Problem solving

Outils

CRM systems

Description du poste

ClickSend, a Sinch brand, is hiring a Customer Service Team Leader in the Philippines to guide the support team, drive KPIs, and ensure high-quality customer interactions. You will coach agents, manage escalations, and develop training plans while maintaining a positive team culture.

Responsibilities include monitoring chats and emails, reporting on performance, and coordinating coverage during busy periods. English fluency and strong communication are essential.