Description
We are looking for an experienced and people-focused Team Leader to support and develop a team of Customer Service Associates. In this role, you will be responsible for driving team performance, ensuring high-quality customer experiences, and fostering a positive, collaborative team culture.
You’ll serve as a coach, mentor, and operational partner helping your team succeed while continuously improving processes and delivering exceptional service to our members.
This role is primarily onsite, with the opportunity to transition to a work-from-home setup based on mutually agreed performance criteria and business needs. Eligibility for remote work will be determined at the company’s discretion once benchmarks are met.
What You'll Do:
- Provide timely, high-quality support to our members across multiple channels including live chat, messaging, email, ticketing, social media, and phone.
- Leverage a strong understanding of internal tools and knowledge resources to quickly diagnose issues and deliver accurate resolutions.
- Guide members with thoughtful recommendations using your deep knowledge of products and services.
- Represent the voice of the customer by identifying trends, sharing insights, and surfacing opportunities that inform product improvements and roadmap decisions.
- Proactively identify potential issues, process gaps, or recurring member challenges and escalate or recommend solutions to improve the overall member experience.
- Maintain clear, efficient communication across member touchpoints, ensuring members feel informed, supported, and confident while using our platform.
- Demonstrate patience, empathy, and professionalism in every interaction, assuming positive intent and working to create a positive support experience.
- Collaborate with teammates and cross-functional partners on projects and initiatives that improve support processes, documentation, and the member journey.
- Manage priorities effectively in a fast-paced environment while balancing individual performance metrics and team goals.
- Act as an authentic company's ambassador, representing the company’s values in both internal collaboration and external member interactions.
- Adapt to evolving priorities, tools, and processes in a growing global support environment.
- Maintain flexibility with scheduling, including potential shift changes or weekend coverage to support our global member base.
Requirements
What We’re Looking For
- At least 2 years in a leadership or supervisory role in a BPO Industry
- Strong coaching and people development skills with a passion for team success
- Excellent communication skills (written and verbal) and the ability to influence and motivate others
- Proven ability to manage performance metrics and drive results in a fast-paced environment
- Strong problem-solving skills and the ability to make sound, data-driven decisions
- Experience handling escalations and complex customer issues
- Proficiency in using CRM/ticketing systems and reporting tools
- Highly organized with strong time management and multitasking abilities
Work Setup & Availability
- Must be amenable to working onsite in BGC, Taguig City
- Open to shifting schedules, weekend work, and holiday coverage
- Willing to transition to a work-from-home setup only upon meeting performance criteria and business requirements
About Peak Support
At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.
We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.
