Filled Positions

As a Customer Experience Team Lead, you will be responsible for overseeing and managing the customer support team to ensure exceptional service delivery and customer satisfaction. Your leadership and communication skills will be instrumental in guiding the team to resolve customer issues effectively and efficiently. 

What you'll be doing 

• Leading and mentoring the customer support team 
• Monitoring and evaluating team performance and providing feedback 
• Handling escalated customer inquiries and resolving complex issues
• Collaborating with other departments to improve the customer experience 
• Developing and implementing customer service strategies and procedures 
• Conducting training sessions to enhance team members' skills and knowledge 
• Analyzing customer feedback to identify areas for improvement 
• Ensuring adherence to service level agreements and response times
• Implementing best practices for efficient customer issue resolution 

Requirements 

• Bachelor's degree in Business Administration or a related field 
• Proven experience in a customer service or support leadership role 
• C1/C2 English Level proficiency (both written and spoken English)
• Excellent presentation and interpersonal skills 
• Strong problem-solving and decision-making abilities 
• Ability to work well under pressure and handle challenging situations 
• Experience with customer support software and CRM systems 
• Knowledge of customer service metrics and KPIs
• Ability to motivate and inspire team members to achieve goals 

Preferred candidates will have a track record of successfully leading customer support teams and driving customer satisfaction. They will possess a deep understanding of customer experience best practices and a passion for delivering exceptional service. Experience in the tech industry and working with remote teams would be advantageous. 

We offer a full-time, US-hours remote job, 40-hour workweek Mon-Fri, with excellent prospects for long-term growth for an ambitious experienced Customer Experience Team Lead. We can offer HMO and other benefits to Philippine candidates.