Team Lead

Cloudstaff Philippines Inc.; Metro Manila; On-site; PHP 750,000 - 1,100,000; Full time

Benefits offered by this job

Health insurance

Flexible leave

Career growth

Company PC/Laptop

Free Coffee

Beer Fridays

Job summary

Cloudstaff Philippines Inc. in Ortigas is seeking a Team Lead for our Customer Operations department. You will manage, mentor, and guide a team of Customer Support Advisors delivering front-line advocacy and exceptional service.

You will drive coaching, performance, and queue management, partner with peers and leadership to improve email and live chat support, influence department strategy, and foster a culture of development and customer happiness.

Qualifications

• Experience managing 5+ agents in a technical support setting.
• Proven ability to drive KPIs and performance improvements.
• Strong coaching and career development skills.
• Experience handling escalations and complex cases.
• Comfortable working with distributed/overseas teams.

Responsibilities

• Oversee daily team operations and queue management.
• Coach team members and conduct regular performance reviews.
• Participate in hiring and onboarding of new Advisors.
• Lead and support escalation handling and problem solving.
• Align team goals with department and company objectives.
• Collaborate with peers and leadership to improve support channels.

Skills

Team leadership

Coaching & feedback

Data-driven

Customer support

SAAS knowledge

Job description

Job Description

This is a Work From Office role based in Ortigas.

About the Role

The Client is looking for an engaging Team Lead to join our award-winning Customer Operations department. You will manage, mentor, and guide a team of Customer Support Advisors who are responsible for providing front-line customer advocacy.

They are dedicated to providing our customers with an exceptional experience—from individuals and local artists to entrepreneurs shaping the world's most iconic businesses—to navigate our products so they can share their stories and create an impactful, stylish, and easy-to-manage online presence.

As a Team Lead, you will oversee the team's daily responsibilities to ensure they have the tools and support to help exceed our Support goals. You will partner with peers and senior leadership to improve our support channels across email and live chat and help influence the broader department strategy—all the while strengthening team culture, driving customer happiness, and promoting employee development and success.

Responsibilities

The Team Lead is accountable for cultivating a high-performance, inclusive team culture anddriving results through effective coaching and operational management.

• Manage team culture, well-being, and adherence to company policies and expectations.
• Drive team performance, utilizing data to ensure KPIs and behavioral standards are consistently met.
• Conduct regular one-on-ones to provide feedback, facilitate career development, and implement growth plans.
• Write and deliver team member performance reviews and compensation updates during review cycles.
• Mentor and support the professional growth of team members and junior leaders.
• Participate in interviewing, hiring, and onboarding of new Customer Support Advisors.
• Oversee daily queue operations, monitor team productivity, and work in the queues during peak periods.
• Handle and resolve complex and sensitive customer case escalations in a timely manner.
• Stay current on product, process, and policy changes to serve as the primary resource for the team.
• Surface team feedback on products, processes, and policies to stakeholders for continuous improvement.
• Ensure team tasks and goals are clearly aligned with broader department and company objectives.

Qualifications and Requirements

• Previous experience working directly with customers in technical support roles supporting software as a service (SAAS) products, including experience in T2 technical escalations.
• At least 2+ years experience directly managing technical support teams of 5+ individual contributors
• Experience working with performance targets (KPIs) and motivating team members to exceed goals in an inclusive team environment.
• Background in written and verbal performance communications as well as providing feedback via regular 1:1 meetings with direct reports.
• Demonstrated experience in managing a wide range of performance scenarios.
• Experience driving solutions for operational and people management challenges.
• Namely experience creating and implementing performance management frameworks that promote accountability and transparency across distributed teams.
• Proven experience with change management and adapting to an ever-changing product suite.
• Demonstrated experience working effectively in an asynchronous environment, including collaboration with overseas or globally distributed teams.
• Comfortable managing the team with minimal guidance from their manager; exercising sound judgment and making independent decisions.

Perks and Benefits

Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
Flexible leave credits which may be used for vacation, emergency and sick leaves
Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
Endless opportunities for career advancement
Exclusive ATM inside the office for employee's convenience
We set you up for success with a company-provided PC/Laptop and fiber internet connection
Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
Top notch workplace with first class VIP lounge and game rooms
Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
International career growth and connections
Unlimited cash incentives for hired referrals
Mental Wellness Employee Assistance program through Lifeworks
In-house psychiatrist available to support employees' well-being
Become part of the Employee Share Units program
Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc