Remote Team Leader, Customer Support Ops (Philippines)

Peak Support LLC; Philippines; Remote; PHP 670,000 - 1,116,000; Full time

Benefits offered by this job

Remote work

Growth opportunities

Job summary

Peak Support LLC is a fully remote team based in the Philippines, guiding a Customer Service team to achieve KPI targets and deliver exceptional customer experiences. The Team Leader oversees day-to-day operations, coaches CSRs, and collaborates with management to escalate issues and improve processes.

The role requires strong English communication, prior call center supervision, and the ability to manage performance, metrics, and stakeholder expectations in a fast-paced, remote setting.

Qualifications

• Near-native English fluency and excellent communication skills.
• College degree or equivalent work experience.
• Previous call center supervisory experience.
• Experience resolving escalated, customer-impacting issues.
• Strong business acumen and focus on operational excellence.
• Dynamic leadership and decision-making abilities.

Responsibilities

• Manage a team of CSRs to meet or exceed goals with coaching and mentoring.
• Ensure CSRs are trained on product and system updates.
• Conduct performance reviews and development activities.
• Provide daily/weekly coaching sessions with CSRs.
• Act as SME on policy and procedures and handle escalated calls.
• Assist with queue management using available tools.
• Prepare CSR KPI reports, scorecards, and case analysis.
• Implement assessments to monitor performance and quality standards.
• Attend calibration sessions and client meetings.
• Coordinate HR-related matters between management and CSRs.

Skills

Near-native English fluency

Strong leadership

Coaching and mentoring

Customer escalations handling

Analytical problem solving

Education

College degree or equivalent

Tools

Google Drive

Microsoft Office

Job description

Peak Support LLC is a fully remote team based in the Philippines, guiding a Customer Service team to achieve KPI targets and deliver exceptional customer experiences. The Team Leader oversees day-to-day operations, coaches CSRs, and collaborates with management to escalate issues and improve processes.

The role requires strong English communication, prior call center supervision, and the ability to manage performance, metrics, and stakeholder expectations in a fast-paced, remote setting.