Customer Support Team Lead, Otter - Makati City
On-site · Makati City, Metro Manila, Philippines
Job Summary
Lead and coach a team of customer support agents in Makati to achieve SLAs, manage queues and shifts, drive performance metrics, and partner with US&C SOS and stakeholders on projects and KPIs. Demonstrates strong coaching, mentoring, and team development abilities, and applies organizational and analytical skills (including Google Sheets and reporting) to deliver high-quality support in a fast-paced environment. Demonstrates attention to detail, process documentation (SOPs), and quality assurance practices to elevate customer experiences.
Required Qualifications
- 5+ yrs of proven experience in a Team Lead, Supervisor, or Senior Specialist role
- Strong verbal and written communication skills
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