Responsibilities
- Lead and guide a team of 7 to 15 customer service agents, maintaining strong engagement and performance levels.
- Hold recurring coaching sessions, individual check-ins, and team meetings to improve service quality.
- Promote a work environment rooted in responsibility, teamwork, and ongoing skill development.
- Track live and past performance data to ensure efficiency, KPI compliance, and high customer satisfaction.
- Evaluate recorded calls, emails, and chat transcripts to deliver meaningful performance feedback.
- Create targeted improvement plans to strengthen agent performance and customer interactions.
- Coordinate with workforce planning teams to refine staffing and scheduling practices.
- Identify and escalate operational risks or service issues, then apply corrective actions.
- Analyze patterns in customer input, complaints, and escalations to refine support processes.
- Collaborate with Quality Assurance, Training, and Knowledge Base units to boost agent effectiveness.
- Advocate for a forward-thinking support approach that delivers exceptional customer experiences.
- Align team objectives with broader business goals in coordination with the Customer Experience Manager.
- Engage with cross-functional teams such as FinOps, Escalations, and Sales to resolve intricate customer issues.
- Support the design and refinement of service strategies and operational workflows.
Benefits
- Unlimited paid time off
- Comprehensive medical, dental, and vision insurance
- Paid leave for new parents
- Retirement savings plans
Work Arrangement
Remote (Worldwide) — Philippines
Team
Team of 7-15 agents reporting to a Senior Team Lead, Customer Success
Other
- This role is remote and based in the Philippines.
- Fluency in both English and Spanish, both written and spoken, is mandatory.
- Ability to provide clear, actionable feedback to team members is essential.
