Customer Care Team Leader
RemotePhilippines
Job Summary
Drive agent development, performance, and recruitment through regular 1-on-1s, root-cause analysis, and direct feedback. Oversee daily queue coverage, workforce management, schedule planning, and complex issue escalations while performing core customer service tasks 20% of the time to maintain grounded front-line understanding. Provide proactive, solution-oriented updates to stakeholders and CS Leads, partnering with cross-functional experts to refine workflows using data-driven insights and approved AI tools. Must be amenable to mid-shift schedules, weekends, and holidays, with flexibility for remote work based on campaign demands. Competitive compensation includes Long Service Benefits, mental health support, HMO coverage, and an annual learning budget.
Required Qualifications
- Must be amenable to work on mid-shift schedule, weekends and holidays depending on business needs.
- Open to working from home as required, based on the current demands of the campaign.
Desired Qualifications
- Deep power-user proficiency in e-commerce CX platforms (e.g., Gorgias)—leveraging rules, macros, tags, and automation to optimize queue management and team efficiency.
- Hands-on experience using approved AI tools to enhance reporting, analysis, and coaching, while rigorously ensuring data privacy compliance and accuracy.
- High accountability and composure under pressure, leading with actionable, recommendation-driven solutions rather than passive updates.
- Ability to perform root-cause analysis, track continuous improvement pipelines, and connect daily operational metrics to broader business goals.
- Strong cross-functional partnership skills with a track record of client-facing management and delivering objective, constructive team feedback.
- High emotional maturity, integrity, and enthusiasm for navigating operational shifts, continuous self-development, and campaign pivots.
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