Team Lead – Customer Care Operations

About the role

HelloConnect is launching a new e‑commerce meal and food retail customer care campaign in Manila. As the Team Lead you will build and manage a high‑performing omni‑channel support team, ensuring seamless service across email, phone and social media.

Key responsibilities

• Act as the primary client liaison, supporting the Customer Success Manager and conducting weekly business reviews.
• Lead, motivate and mentor a team of 10‑15 agents, setting performance targets, conducting coaching sessions and managing attendance and schedules.
• Identify training needs, coordinate coaching, and work with the Training Manager to maintain quality standards.
• Generate performance reports, provide insights to management and clients, and handle escalations for complex issues.
• Collaborate with HR, other departments and upper management to streamline processes and improve overall business performance.

Required profile

• Proven experience as a Team Leader in a blended e‑commerce environment.
• Demonstrated ability to drive phone SLA adherence, team productivity and customer care quality.
• Strong client‑focused mindset with excellent communication and stakeholder management skills.

Required skills

What we offer

• Opportunity to shape a brand‑new campaign from launch.
• Collaborative, learning‑focused culture.
• Competitive compensation and benefits.