Team Lead, Customer Experience & Quality

Boldr; Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

Boldr is seeking a Team Lead to supervise and coach a customer support team in Manila. You will ensure quality, monitor performance, and drive continuous improvements while maintaining strong client satisfaction.

The role emphasizes coaching, process adherence, cross-functional collaboration, and a proactive approach to escalations and problem-solving. Strong communication and adaptability are essential.

Qualifications

• 1 year of leadership experience.
• 3+ years of Customer Support experience.
• Basic knowledge of cloud-based office apps (Google Drive/Sheets/Docs) and MS Office.
• Excellent verbal and written communication skills.
• Ability to learn and adapt to new technologies and processes.
• Customer-oriented and able to handle diverse client backgrounds.

Responsibilities

• Team Leadership: supervise and guide the team during the shift, provide coaching and support to meet goals.
• Quality Assurance: ensure adherence to quality standards and client experience; implement quality controls.
• Performance Metrics: monitor key KPIs and take corrective actions to meet targets.
• Training and Development: train new associates and provide ongoing coaching for skill improvement.
• Communication: maintain open channels with team and management; report issues and opportunities for improvement.
• Problem Solving: address operational challenges and collaborate across departments for solutions.
• Helpdesk Management: ensure helpdesk is managed with agent availability and SLA adherence.
• Act as the POC in management queue for escalations.

Skills

Leadership experience

Customer-focused

Excellent communication

Problem solving

Adaptability

Fast learning

Team collaboration

Education

Bachelor's degree

Tools

Google Drive

Google Sheets

Google Docs

MS Office

Job description

Boldr is seeking a Team Lead to supervise and coach a customer support team in Manila. You will ensure quality, monitor performance, and drive continuous improvements while maintaining strong client satisfaction.

The role emphasizes coaching, process adherence, cross-functional collaboration, and a proactive approach to escalations and problem-solving. Strong communication and adaptability are essential.