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

VeSync; Makati; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

VeSync is seeking a Team Lead, Customer Service to guide daily operations, coach CSR teams, and ensure high-quality customer experiences across markets. The role drives performance against KPIs and collaborates with QA and Training to address gaps.

As the first level of operational leadership, you will coach team members, monitor performance, escalations, and implement process improvements with Operations and IT support.

Qualifications

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

Responsibilities

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

Skills

People leadership

Coaching

Customer service operations

Performance management

Verbal and written communication

Tools

Salesforce Service Cloud

CRM software

Excel

Job description

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.

We’re a young and energetic company, we’ve had tremendous success, and we are constantly growing our team. As we garner more industry attention - just check out our accomplishments and awards by CES Innovation, iF Design, IGA, and Red Dot - we also need driven and talented people to join our team.

That brings us to you, and what you’ll be joining. Our teams are smart and diligent and take ownership of their work - they’re confident in their work but know how to collaborate with open ears and a spirit of learning. If you’re down-to-earth, approachable, and easy to strike up a conversation with, this may be a great fit for you.

Check out our brands:

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 elevate 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.