Remote CX Team Lead - Coaching & Escalations

ProSource; Philippines; Remote; PHP 480,000 - 960,000; Full time

Benefits offered by this job

HMO coverage Day 1

2 dependents

Fully remote setup

Job summary

ProSource is seeking a Customer Experience Team Lead to coach a team of customer support specialists and deliver exceptional service across phone, email, chat, and text. This hands-on leadership role involves coaching, handling escalations, and driving high-quality customer experience.

You will lead up to 12 specialists, support training initiatives, and collaborate with cross-functional teams to continuously improve service standards.

Qualifications

• 2+ years of customer service across phone, email and chat.
• Experience leading or coaching a customer support team.
• Strong experience handling escalations and difficult conversations.
• Excellent English written and verbal communication.
• Coaching, problem-solving and analytical skills.
• Proficiency with Google Workspace or Microsoft Office.
• Minimum typing speed of 40 WPM.

Responsibilities

• Lead, coach, and support a team of up to 12 customer support specialists.
• Handle customer escalations and resolve complex issues with a customer-first approach.
• Coach team members on quality, CSAT, productivity, and best practices.
• Support new hire training, nesting, and ongoing learning initiatives.
• Assist with ticket management and ensure inquiries are resolved accurately.
• Identify trends through root cause analysis and recommend improvements.
• Maintain documentation for coaching sessions and performance records.
• Collaborate with cross-functional teams to improve customer experience.

Skills

Customer service

Team leadership

Escalations handling

English communication

Coaching & mentoring

Google Workspace

Microsoft Office

Typing 40 WPM

Tools

Google Workspace

Microsoft Office

Job description

ProSource is seeking a Customer Experience Team Lead to coach a team of customer support specialists and deliver exceptional service across phone, email, chat, and text. This hands-on leadership role involves coaching, handling escalations, and driving high-quality customer experience.

You will lead up to 12 specialists, support training initiatives, and collaborate with cross-functional teams to continuously improve service standards.