Student Support Team Leader: Coach, Data-Driven Service

GUS Education PH; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO coverage for you and up to 2depend

Life Insurance

Training Programs & Learning Opportuni

30 PTOs and Leave Conversion

Parental & Maternity Benefits

Transportation, Internet, Clothing,/L​

Rice Allowances

Job summary

GUS Education PH in Manila is seeking a Student Support Team Leader to guide a team of Student Service Advisors across phone, email, live chat, and video calls, ensuring timely, accurate and empathetic student support while driving service quality and productivity.

You will coach and develop staff, monitor KPIs, manage escalations, and present performance insights to onshore clients and university stakeholders.

Qualifications

• Experience leading or supervising a customer service, contact centre, or student support team in a fast-paced environment.
• Experience in high-volume customer service; candidates with higher education, academic administration, or student services experience are encouraged to apply.
• Proven ability to coach, motivate, and develop team members while managing performance against KPIs and service standards.
• Strong analytical and numerical skills, with the ability to interpret operational data, prepare performance reports, and recommend data-driven improvements.
• Excellent verbal and written communication skills, with the confidence to present results, discuss performance, and report directly to onshore clients.
• Experience managing customer interactions across multiple channels, including phone, email, live chat, and other digital platforms.
• Strong problem-solving, prioritization, and escalation management skills, with a focus on service quality and customer satisfaction.
• Experience using CRM or case management systems, quality assurance tools, and operational reporting platforms is an advantage.
• A proactive, empathetic, and adaptable leader who enjoys helping others and building a positive, high-performing team.

Responsibilities

• Lead, coach, and develop your team through regular coaching, one-on-one sessions, performance reviews, and ongoing development.
• Oversee multichannel student support across phone, email, live chat, video calls, and other digital channels.
• Drive performance through data and reporting; track productivity, quality, service levels, response times, and student satisfaction against KPIs.
• Champion quality and student experience by resolving complex enquiries and improving first-contact resolution.
• Support continuous improvement by identifying opportunities to improve workflows, knowledge resources, and case management.
• Collaborate with onshore stakeholders and internal teams to implement service improvements and adapt to changing contact volumes.

Job description

GUS Education PH in Manila is seeking a Student Support Team Leader to guide a team of Student Service Advisors across phone, email, live chat, and video calls, ensuring timely, accurate and empathetic student support while driving service quality and productivity.

You will coach and develop staff, monitor KPIs, manage escalations, and present performance insights to onshore clients and university stakeholders.