Team Leader

Ninja Partners; Quezon City; On-site; PHP 500,000 - 700,000; Full time

Benefits offered by this job

Competitive pay

Free onsite meals

HMO on day 1

Retirement plan

Life insurance

Paid time off

Birthday leave

Training opportunities

Job summary

SupportNinja is seeking a Team Leader to supervise a technical support team and drive outstanding customer experiences. You will coach, mentor, and monitor performance to ensure SLAs and KPIs are met while aligning efforts with company objectives.

The role emphasizes coaching, metric analysis, and collaboration with other departments to streamline processes and elevate service quality across channels.

Qualifications

• 3+ years in a role supporting representatives, 1+ year in leadership.
• Strong verbal and written communication skills.
• Solid knowledge of customer service and technical support principles.
• Proven ability to lead, motivate, and pursue targets.
• Excellent interpersonal skills and collaboration across teams.
• Comfort with analyzing metrics and driving improvements.

Responsibilities

• Provide effective leadership and supervision to a team of representatives.
• Set clear performance expectations and goals aligned with objectives.
• Coach, mentor, and motivate team members for development.
• Address concerns, conflicts, and performance issues promptly.
• Monitor SLAs and KPIs; ensure quality customer experiences.
• Analyze metrics and implement productivity improvements.
• Collaborate with cross-functional teams to optimize workflows.
• Maintain high levels of customer satisfaction and service quality.
• Report team performance and participate in reviews with clients.
• Stay updated on industry practices and drive process improvements.

Skills

Leadership

Communication

Customer service

Team coaching

CRM knowledge

Problem solving

Workflow optimization

Cross-functional

Tools

CRM systems

Job description

Job Description:

We’re obsessed with growth!

From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to outsource by developing the best people, implementing cutting-edge technology, and challenging the status quo.

We change the game by prioritizing fun in our workplace. By joining our team, you’ll have the opportunity to provide world–class service to our customers through various channels while also working in our fun-forward culture.

Team Leader will be responsible for leading and managing a team of technical representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members, while driving performance, productivity, and operational efficiency.

What does a day in the life of a Team Leader look like?

• Provide effective leadership and supervision to a team of representatives
• Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives
• Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment
• Address employee concerns, conflicts, and performance issues in a timely and effective manner
• Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs)
• Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency
• Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows
• Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction
• Stay updated with industry best practices and trends to drive process improvements and innovation within the team
• Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members
• Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles
• Collaborate with other team leads and managers to share best practices and implement consistent processes
• Serve as a point of contact for escalations and handle customer inquiries or complaints as needed
• Contribute to team meetings and participate in organizational initiatives to drive positive change and growth
• Provide reports on team performance as required
• Regularly communicate with clients as needed
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications of a Team Leader?

• 3+ years experience in a role equivalent to the representatives the role will support
• 1+ years experience in a leadership or supervisory role
• Strong communication skills, both verbal and written
• Strong knowledge and understanding of customer service and technical support principles and practices
• Strong problem-solving and decision-making skills
• Excellent interpersonal to interact with team members and stakeholders at all levels.
• Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences
• Results-oriented mindset with a focus on driving operational excellence and continuous improvement
• Strong communication skills, both verbal and written
• Proficient in using computers and various software applications

Having these qualifications are helpful, but not required

• Previous experience in the call center environment
• Previous client-facing experience
• Familiar with CRM systems and practices

Ninja Perks and Benefits

• Competitive compensation
• Beautiful facility & Free Meals for onsite positions
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Opportunities for skills training and personal and professional development

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

#supportninjajobs