Team Leader - Customer Support

About the role

TaskUs, a provider of outsourced digital services and customer experience to technology companies, is looking for a Team Leader in Pampanga. The Team Leader provides the best possible customer experience for clients through their team, drives teammates' performance so they meet their goals, coaches and manages them, and acts as a bridge between the team and other departments.

Key responsibilities

• Manage day-to-day planning and operations of the team
• Ensure teammates deliver on their Service Level Agreements (SLAs) and achieve their Key Performance Indicators (KPIs)
• Organize the team and make sure everyone follows their schedules
• Train and develop the team through team huddles and coaching sessions
• Evaluate teammates' strengths and weaknesses and offer solutions for their growth
• Create reports on team performance and document client feedback
• Handle issues that arise, including HR-related ones, and act as liaison between management and the team

Required profile

• At least 2 years of Team Leader experience in an outsourcing or similar company, managing at least 10 teammates in a customer support role
• At least 1 year of sales experience
• Previous experience in phone, email and live chat customer support
• Excellent verbal and written communication skills
• Above-average technical know-how
• Flexibility and willingness to work different shifts

Required skills

• Familiarity with e-Commerce, ZenDesk or other CRM tools

The company states that it offers competitive industry salaries and comprehensive benefits, encourages internal mobility and professional growth, and welcomes applicants of all backgrounds. Applications are made through the company's careers page.