Remote Customer Support Team Lead | KPI Coach

Workstream Platform Services Limited; Manila; Remote; PHP 750.000 - 1.050.000; Vollzeit

Benefits dieser Stelle

Permanently Remote

Pay wired directly to your bankaccount

$50 Monthly Stipend

Annual Bonus

Performance-based bonuses

Flexible PTO

Company time off during major US andPH

Company-issued Device

Career fast track for performers

Learn from Stanford, MIT, Google, and

Zusammenfassung

Workstream Platform Services Limited is seeking a Customer Support Team Lead to guide a team of 8-13 specialists delivering service via phone, chat and email. You will mentor, develop, and optimize processes to ensure high performance and sustained engagement.

Requirements include 4+ years in BPO/shared services with leadership experience, multi-channel support exposure, and strong written, verbal, and presentation skills. This role is permanently remote with opportunities for internal mobility.

Qualifikationen

• 4+ years in BPO or shared services with leadership experience.
• Experience across voice, SMS, chat, and email support preferred.
• Responsible for KPIs such as CSAT, Handle Time, and Quality.

Aufgaben

• Lead a team of 8-13 Customer Support Specialists across channels.
• Coach for competency development and knowledge transfer.
• Drive process improvements to boost satisfaction and SLA performance.
• Conduct weekly 1:1s and participate in management discussions.

Kenntnisse

BPO leadership

Multi-channel support

KPI management

Strong communication

Product expertise

Data analysis

Problem solving

Adaptability

Jobbeschreibung

Workstream Platform Services Limited is seeking a Customer Support Team Lead to guide a team of 8-13 specialists delivering service via phone, chat and email. You will mentor, develop, and optimize processes to ensure high performance and sustained engagement.

Requirements include 4+ years in BPO/shared services with leadership experience, multi-channel support exposure, and strong written, verbal, and presentation skills. This role is permanently remote with opportunities for internal mobility.