Team Leader (Direct to Consumer)

About the role

Awesome CX by Transcom is seeking a Team Leader for its Direct‑to‑Consumer operations at the Davao site. You will guide a group of customer experience agents, ensure operational excellence, and act as the primary liaison with account leadership.

Key responsibilities

• Lead, mentor and support a team of CX agents, fostering a collaborative and accountable culture.
• Monitor attendance, schedule adherence and provide real‑time guidance during working days.
• Track and report on KPIs such as FRT, RT, AHT, MPT, ticket closures and CSAT using Google Sheets.
• Prepare weekly, monthly and quarterly performance summaries and highlight trends or gaps.
• Conduct 1:1 coaching sessions, monthly QA reviews of up to 40 tickets per agent, and deliver actionable feedback.
• Ensure agents follow Salt & Stone’s brand voice, service standards and workflow documentation.
• Handle escalated customer issues, including shipping, refunds, exchanges and product concerns.
• Maintain inbox health, enforce correct tagging structures and workflow usage across Gorgias, Loop, Okendo and Shopify.
• Identify process improvement opportunities and surface recurring product or operational issues to leadership.

Required profile

• Proven experience leading a customer‑experience or call‑center team.
• Strong analytical mindset with ability to interpret KPI data and generate insights.
• Excellent communication skills for coaching agents and interacting with senior leadership.
• Detail‑oriented approach to quality assurance and documentation.

Required skills

• Proficiency with Google Sheets, including formulas such as SUM, AVERAGE, COUNTIF, IF, FILTER and VLOOKUP.
• Hands‑on experience with Gorgias ticketing platform.
• Familiarity with Loop, Okendo and Shopify workflow tools.