Team Lead, Customer Service Department (2-year contract, convertible)

Vesync Co.; Makati; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Vesync Co. is seeking a Team Lead, Customer Service to provide day-to-day leadership and support to assigned CSRs, ensuring high-quality customer experiences. You will coach, monitor performance, and drive adherence to policies while partnering with Ops, QA and Training.

You will manage KPIs, escalate issues, and lead process improvements to boost efficiency and customer satisfaction across markets served from Metro Manila. Strong coaching and communication skills are essential.

Qualifications

• 3+ years in customer service or related field.
• At least 1 year in a team leadership or senior CSR role preferred.
• Proven track record of meeting/exceeding service quality targets.
• Experience coaching or mentoring colleagues preferred.
• Strong leadership, interpersonal and communication skills.
• Ability to analyze team performance data and trends.
• Excellent written and verbal communication skills.
• Ability to adapt to process, system and policy changes.

Responsibilities

• Provide day-to-day leadership, guidance, and support to assigned Customer Service Representatives.
• Conduct regular coaching and performance discussions based on results.
• Set clear expectations and reinforce standards, policies, and procedures.
• Recognize performance and address gaps with coaching and action plans.
• Support employee engagement and readiness for increased responsibilities.
• Serve as a role model for customer service behaviors and company values.
• Monitor daily team performance against KPIs and service levels.
• Identify performance gaps and take corrective actions.
• Maintain coaching documentation and reports.
• Collaborate with QA and Training to address quality and knowledge gaps.
• Reinforce SOPs and processes; drive improvements and rollout changes.
• Provide feedback to QA/Training on frontline challenges.

Skills

Team leadership

Coaching

Customer service

KPI management

Problem solving

Communication

Salesforce Service Cloud

Excel

Process improvement

Tools

Salesforce Service Cloud

Excel

Job description

Check out our brands:

VeSync is a portfolio company with brands that cover different categories of health & wellness products. We wouldn’t be surprised if you have one of our Levoit air purifiers in your living room or a COSORI air fryer whipping up healthy and delicious meals for you every night.

Position Overview:

The Team Lead, Customer Service provides day-to-day leadership and support to assigned Customer Service Representatives, ensuring consistent execution of customer service processes, achievement of team performance targets, and delivery of a high-quality customer experience.

The Team Lead is the first level of operational leadership, responsible for coaching and developing team members, monitoring team performance, resolving escalated customer and operational issues, and identifying opportunities for process and performance improvement. The role works closely with Operations, QA, and Training to address performance gaps and support continuous improvement.

Key Responsibilities:

Team Leadership & Coaching

• Provide day-to-day leadership, guidance, and support to assigned Customer Service Representatives.


• Conduct regular coaching and performance discussions based on team and individual results.


• Set clear expectations and reinforce customer service standards, policies, and procedures.


• Recognize strong performance and address performance gaps through timely coaching and documented action plans.


• Support employee engagement, development, and readiness for increased responsibilities.


• Serve as a role model for customer service behaviors, professionalism, and company values.

Performance & KPI Management

• Monitor daily team performance against established KPIs, service levels, quality standards, productivity targets, and customer experience metrics.


• Identify performance gaps and take timely corrective or coaching actions within established guidelines.


• Review team performance trends and uplift significant or recurring issues to the Operations Manager.


• Maintain accurate team performance and coaching documentation.


• Partner with QA and Training to address recurring quality, knowledge, or performance gaps.

Customer & Operational Escalations

• Serve as the first level of escalation for complex customer issues, operational concerns, and cases that exceed CSR authority.


• Make timely decisions within established policies, procedures, and escalation guidelines.


• Escalate issues requiring management intervention and provide relevant context, analysis, and recommended actions.


• Identify recurring customer or operational issues and communicate trends to the Operations Manager.

Process & Continuous Improvement

• Reinforce established SOPs, workflows, and customer service processes within the assigned team.


• Identify process gaps, recurring issues, and opportunities to improve efficiency, accuracy, and customer experience.


• Provide frontline feedback and recommendations to the Operations Manager for process or policy improvements.


• Support implementation and adoption of approved process, policy, and system changes.


• Assist with testing and rollout activities for operational improvements when assigned.

Quality & Training Partnership

• Use QA findings and customer interaction trends to identify individual and team coaching opportunities.


• Partner with QA to understand quality trends, recurring defects, and evaluation findings.


• Partner with Training to address knowledge gaps and support refresher or targeted training initiatives.


• Reinforce training content, process updates, and policy changes during day-to-day operations.


• Provide feedback to QA and Training on recurring frontline challenges and learning needs.

Reporting & Documentation

• Review team reports and dashboards to monitor performance and identify trends.


• Maintain accurate coaching, performance, attendance, and operational documentation as required.


• Provide regular updates on team performance, operational issues, and action items to the Operations Manager.


• Support operational projects and other initiatives as assigned.

Requirements:

• Min 3 years of experience in customer service, contact center operations, or a related field.


• At least 1 year of experience in a team leadership, senior CSR, peer coaching, or similar role preferred.


• Demonstrated record of meeting or exceeding customer service quality and performance expectations.


• Experience providing coaching, feedback, or mentoring to colleagues preferred.


• Strong people leadership, coaching, and interpersonal skills.


• Strong understanding of customer service operations and frontline performance management.


• Ability to analyze team performance data and identify trends and performance gaps.


• Strong problem-solving and decision-making skills.


• Excellent verbal and written communication skills.


• Strong customer service mindset with the ability to handle difficult or escalated situations professionally.


• Strong organizational skills and ability to manage multiple priorities.


• Proficiency in Salesforce Service Cloud or similar CRM/contact center systems preferred.


• Working knowledge of Excel and operational reporting tools.


• Ability to adapt to process, system, and policy changes and effectively communicate changes to team members.

1 headcount will initially work from 9:00 AM to 6:00 PM (Philippine Time) to support the Japan, Germany, and UK markets.

2 headcount will initially work during US business hours (8:30 AM to 5:30 PM US Time), equivalent to 11:30 PM to 8:30 AM Philippine Time, to support US operations.

Working hours for both positions may be adjusted based on business and operational requirements.