Customer Support Lead

Manila, Philippines. Posted 7 days ago

The role

You will lead a team of 8 to 13 Customer Support Specialists who support customers by phone, chat and email. You will focus on team performance, retention, coaching and process improvement.

What you will do

Lead a team of 8 to 13 Customer Support Specialists
Own team performance and retention
Build and optimize processes for internal efficiency, issue resolution, customer satisfaction and SLA success
Hold weekly 1:1s to coach team members and develop their skills
Coach team members with actionable feedback to support career development
Escalate trends and urgent issues, with proposals to fix them
Take part in functional management discussions on processes, best practices and change management
Run a business continuity plan that supports knowledge transfer

Required qualifications

At least 4 years of professional experience in BPO, shared services or a similar industry
At least 2 years in a leadership role
Responsible for customer service KPIs such as CSAT, handle time and quality
Highly organized, with a problem-solving and data-driven mindset
Exceptional written, verbal and presentation skills
Ability to become a product expert and advocate for the Workstream platform
Ability to quantify, analyze and share findings on project impact
Willingness to experiment rapidly, make mistakes and learn

Nice to have

Multi-channel support experience (voice, SMS, chat, email)

Benefits

Permanently remote
Pay wired directly to your bank account
$50 monthly stipend
Annual bonus
Performance-based bonuses
Flexible PTO
Company time off during some major US and PH holidays
Company-issued device
Career fast track for performers and internal mobility
Learn from a team of Stanford, MIT, Google and Harvard alumni

Before you apply

Applicants are considered without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression,

About the company

Workstream is building an all-in-one HR, payroll and hiring platform for the hourly workforce. Its customers include Burger King, Carl's Jr./Hardee's, IHOP, KFC and Culvers.