Customer Service Team LeadMarketect • Philippines
Customer Service Team Lead
Marketect • Philippines
30+ days ago
Job description3+ years of customer service management (team lead) or operations experience, preferably in a startup or high-growth environment Familiarity with CRM, help desk, or ticketing systems (e.g., Zendesk, Freshdesk, HubSpot). Gorgias experience is highly preferred Strong written and verbal communication skills (English required, additional languages a plus) Proven ability to build processes, systems, or SOPs from scratch Hands-on, proactive, and comfortable starting as an individual contributor Leadership potential with experience training or mentoring others Highly organized, reliable, and customer-oriented Computer - at least i5 or equivalent with 8gb RAM Internet Speed - At least 100 MBPS Download speed Dual Monitor is a nice to have Opportunity within a company with a solid track record of performance Leadership Role Attractive Salary & Benefits
The Role : Responsibilities
- Serve as the first point of contact for all customer inquiries across email, chat, and other channels
- Resolve issues efficiently while maintaining a professional, empathetic tone
- Design and implement customer service SOPs, workflows, and response guidelines
- Track metrics (response times, satisfaction, resolution rates) and report directly to leadership
- Identify recurring issues and recommend improvements to products and processes
- Recruit, onboard, and lead a growing support team as the function scales
Ideal Profile :
Experience & Skills Required
TECH REQUIREMENTS
Job Type : Full-time
Schedule : 9AM - 5PM EST Monday to Friday, 9PM - 5AM PHT Monday to Friday
Salary Range : PHP 40,000- 60,000 monthly, Depending on experience
What's on Offer?
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Customer Service Team Lead • Philippines
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