Customer Service Team Leader (Part‑Time, Permanent)

About the role

We are looking for a Customer Experience Team Lead to manage and develop a remote team of Customer Service Agents in the Philippines. You will be responsible for ensuring high‑quality support that aligns with the client’s brand values and driving continuous improvement across all customer interactions.

Key responsibilities

• Lead and support a team of Customer Service Agents to deliver exceptional service.
• Oversee inbox productivity, SLA adherence, and workload management.
• Monitor daily operational plans, handle ad‑hoc tasks, and provide real‑time support via internal channels.
• Drive customer satisfaction by meeting CSAT, response time, ticket handling and resolution targets.
• Coach the team on retention techniques, subscription management and value‑driven conversations.
• Conduct regular 1‑2‑1s, performance reviews and coaching sessions.
• Perform quality assurance reviews, give actionable feedback and participate in calibration sessions.
• Produce weekly performance reports and use data to identify improvement opportunities.
• Monitor customer trends, flag recurring issues and recommend process enhancements.
• Act as first point of contact for operational issues and support onboarding of new members.

Required profile

• Passionate about delivering exceptional customer experiences.
• Excellent written and verbal communication skills.
• Detail‑oriented with a strong focus on quality standards.
• Calm, organized and able to thrive in a fast‑paced environment.
• Analytical, proactive and solutions‑focused.
• Collaborative, positive attitude and reliable decision‑maker.
• Adaptable to a growing startup environment and flexible to work weekends/holidays on a rotating schedule.
• Proven experience leading or mentoring teams in high‑volume support settings.

Required skills

• Gorgias
• Zendesk
• Shopify