Team Leader, Customer Experience & Performance

TaskUs; Pampanga; On-site; PHP 320,000 - 460,000; Full time

Job summary

TaskUs in the Philippines is seeking a Team Leader to supervise a customer support team in Las Piñas City. You will drive day-to-day operations, coach teammates, and ensure service levels and KPIs are met across phone, email, and live chat channels.

The ideal candidate has at least two years of relevant leadership experience in outsourcing, strong communication skills, and familiarity with Zendesk or other CRM tools. Willingness to work different shifts is essential.

Qualifications

• At least two years of Team Leader experience in an outsourcing or similar company.
• Manage a minimum of 10 teammates in a customer support role.
• Excellent verbal and written communication skills.
• Experience with phone, email, and live chat support.
• Familiarity with e-Commerce CRM tools and Zendesk or similar.

Responsibilities

• Manage day-to-day planning and operations of your team.
• Ensure SLAs and KPIs are met by teammates.
• Organize schedules and adherence to shifts.
• Train and develop team through coaching sessions.
• Evaluate strengths and weaknesses of teammates.
• Propose solutions for team growth and development.
• Create reports on team performance and relay client feedback.
• Handle HR-related issues and liaison with management.

Skills

Team leadership

Customer support

Multichannel support

CRM tools

Tools

Zendesk

Job description

TaskUs in the Philippines is seeking a Team Leader to supervise a customer support team in Las Piñas City. You will drive day-to-day operations, coach teammates, and ensure service levels and KPIs are met across phone, email, and live chat channels.

The ideal candidate has at least two years of relevant leadership experience in outsourcing, strong communication skills, and familiarity with Zendesk or other CRM tools. Willingness to work different shifts is essential.