Team Leader: Customer Experience & Performance Coach

TaskUs; Pampanga; On-site; PHP 558,000 - 837,000; Full time

Job summary

TaskUs in the Philippines is seeking a Team Leader to drive daily operations for a customer support team. You will coach, plan, and monitor performance to ensure SLAs and KPIs are met, while coordinating with other departments to keep workflows smooth.

Responsibilities include coaching, reporting, HR issue handling, and maintaining strong client communication. The role requires leadership, adaptability across shifts, and a focus on team growth.

Qualifications

• AT LEAST two years as a Team Leader in an outsourcing or similar, managing at least 10 teammates.
• Excellent verbal and written communication skills.
• Above-average technical know-how.
• Experience in phone, email, and live chat customer support.
• Familiarity with e-Commerce and Zendesk or any CRM tools.
• Flexible and willing to work on different shifts.

Responsibilities

• Manage day-to-day planning and operations of your team.
• Ensure SLAs and KPIs are met by each teammate.
• Organize team and enforce schedules.
• Train and develop the team with huddles and coaching sessions.
• Evaluate strengths and weaknesses of teammates.
• Offer solutions for team growth and development.
• Create reports on team performance and document client feedback.
• Handle HR-related issues and act as liaison to management.
• Think creatively to solve problems.
• Act as the liaison between management and your team.

Skills

Team leadership

Coaching

Performance management

Communication

SLA/KPI tracking

Reporting

HR handling

Creative problem solving

Liaison with management

Tools

Zendesk

CRM tools

Job description

TaskUs in the Philippines is seeking a Team Leader to drive daily operations for a customer support team. You will coach, plan, and monitor performance to ensure SLAs and KPIs are met, while coordinating with other departments to keep workflows smooth.

Responsibilities include coaching, reporting, HR issue handling, and maintaining strong client communication. The role requires leadership, adaptability across shifts, and a focus on team growth.