Customer Service

Virtustant; Venezuela; A distancia; VES 38.136.000 - 63.559.000; Jornada completa

Descripción de la vacante

Virtustant seeks a Customer Service Team Lead to manage a remote team based in the Philippines. You will coach agents, monitor quality, and drive KPIs while collaborating with U.S. management to improve processes. A hands-on leader with strong English skills is essential.

Experience leading offshore teams in customer care and technical support is required, with a focus on building a high-performing support operation and scalable training materials.

Formación

• Background in Customer Service, Technical Support, or Customer Care Leadership.
• Experience coaching, training, and mentoring remote agents.
• Excellent English communication skills.
• Strong problem-solving and escalation management experience.

Responsabilidades

• Lead and support a team of offshore customer service representatives.
• Train new hires and continuously coach existing agents.
• Monitor call quality and provide feedback.
• Handle customer escalations and technical support guidance.
• Ensure KPIs, quality standards, and customer satisfaction goals are achieved.
• Create and improve training documentation and SOPs.
• Work closely with U.S. management to improve processes and agent performance.

Conocimientos

Customer service leadership

Remote coaching experience

English communication

Herramientas

CS software tools

Descripción del empleo

Job Title: Customer Service Team Lead

About the Company:

Our client operates in the telecommunications sector, providing customer support services for wireless communication products.

Job Description:

Our client is seeking an experienced Customer Service Team Lead to manage and develop their remote customer service team based in the Philippines.

Responsibilities of the role:

• Lead and support a team of offshore customer service representatives.
• Train new hires and continuously coach existing agents.
• Monitor call quality and provide feedback.
• Handle customer escalations and technical support guidance.
• Ensure KPIs, quality standards, and customer satisfaction goals are achieved.
• Create and improve training documentation and SOPs.
• Work closely with U.S. management to improve processes and agent performance.

Required Experience and Qualifications:

• Background in Customer Service, Technical Support, or Customer Care Leadership.
• Experience coaching, training, and mentoring remote agents.
• Excellent English communication skills.
• Strong problem-solving and escalation management experience.

Preferred Skills:

• Experience with AT&T, T-Mobile, Verizon, or a wireless MVNO.

Personality:

• A hands-on leader who enjoys developing people and building a high-performing support team.

Software & Tools:

• Familiarity with customer service software and tools used in the telecommunications industry.

Schedule:

Full-time remote opportunity.

Salary and Benefits:

• Payment in USD or Local Currency according to candidate's preference.