Technical Team Lead: Customer Experience & Operations Coach

Ninja Partners; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Competitive compensation

Adherence to government-mandated benefi

Retirement Savings Program withCompany

Life Insurance

HMO coverage starting on Day 1

Paid time off, birthday leave

Bonus and incentive plans

Opportunities for skills training and…

Beautiful office space with a free-lun

Employee Referral Program

Job summary

SupportNinja is seeking a Technical Team Leader to guide a team of representatives and ensure exceptional customer experiences. Onsite at The Sanctum, SM-North EDSA, QC, you will coach, mentor, and drive performance while maintaining a positive team culture.

The role requires strong leadership, clear communication, and a solid background in customer service with CRM tools. You will monitor SLAs/KPIs, analyze metrics, and collaborate across departments to optimize processes and outcomes.

Qualifications

• 3 years experience in a role equivalent to the representatives the role will support.
• Minimum 1 year experience in a leadership or supervisory role, preferably in a call center environment.
• Previous client-facing experience preferred.
• 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.
• Proficiency in using customer service software and tools such as CRM.
• Proficient in using computers and various software applications.

Responsibilities

• 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 SLAs and 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.
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.
• Perform other duties as assigned

Skills

Leadership

Coaching

Communication

Customer service

CRM

Problem solving

Team motivation

Tools

CRM software

Job description

SupportNinja is seeking a Technical Team Leader to guide a team of representatives and ensure exceptional customer experiences. Onsite at The Sanctum, SM-North EDSA, QC, you will coach, mentor, and drive performance while maintaining a positive team culture.

The role requires strong leadership, clear communication, and a solid background in customer service with CRM tools. You will monitor SLAs/KPIs, analyze metrics, and collaborate across departments to optimize processes and outcomes.