Team Lead — Customer Excellence & Team Growth

IONOS; Cebu City; On-site; PHP 800,000 - 1,100,000; Full time

Benefits offered by this job

Bonuses & commission

Paid time off

Health insurance

Benefits package

Engagement activities

Work-life balance

Training & development

Job summary

IONOS in Cebu City is seeking an experienced Team Lead to manage a multi-disciplinary service team. You will drive performance, mentor agents, and ensure alignment with company goals while maintaining a customer-oriented culture.

You will partner with cross-functional teams, set clear expectations, monitor metrics, and lead initiatives to improve efficiency and satisfaction. Excellent English communication and 3–5 years of leadership experience are required.

Qualifications

• 3-5 years Team lead experience
• Education or training in Computer Science , IT or equivalent experience
• Excellent English verbal and written communication skills

Responsibilities

• Ensure customer orientation and productivity of employees and react accordingly when needed.
• Provide orientation and set correct company expectations for employees which may include giving correct information, assistance and reference materials necessary to perform their jobs efficiently.
• Main contact for work-related needs of employees
• Addresses and resolves variety of concerns pertaining to account support and performance standards
• Submit team performance reports and address performance problems through corrective actions
• Process and submit operational and administrative tasks on time
• Create and implement team or individual action plans to drive performance
• Meet attendance and performance targets
• Conduct coaching and mentoring essential to development
• Interact with different teams and departments
• Attend official meetings for updates and discussions
• Spearhead monthly retention activities and team-building initiatives
• Service oriented approach to ensure customer satisfaction
• Proactive efforts to improve internal procedures
• Conduct interviews for potential new agents or replacements

Skills

Team leadership

English proficiency

Education

Computer Science or IT background

Job description

IONOS in Cebu City is seeking an experienced Team Lead to manage a multi-disciplinary service team. You will drive performance, mentor agents, and ensure alignment with company goals while maintaining a customer-oriented culture.

You will partner with cross-functional teams, set clear expectations, monitor metrics, and lead initiatives to improve efficiency and satisfaction. Excellent English communication and 3–5 years of leadership experience are required.