Nogle Philippines Inc. is a specialized service provider dedicated to delivering a full spectrum of front-office and back-office support solutions, each of which is tailored to the unique needs of global financial technology firms. Nogle Philippines Inc. offers several key operations positions, enabling the delivery of cutting-edge technology and tailored solutions that meet the evolving demands of the fintech industry in a competitive global market.
About the Opportunity
The Customer Service Assistant Shift Lead supports the Team Lead /Sr. Customer
Service Officer and/or CS Head in managing the daily activities of the Customer Service team to
ensure smooth operations, consistent service quality, and achievement of performance targets.
This role serves as a bridge between agents and management, providing guidance, handling
escalations, and stepping in as acting Team Lead when necessary.
Responsibilities:
- Assist the Team Lead / Sr. Customer Service Officer in supervising and motivating the Customer Service Operations agents to meet service level agreements (SLAs) and key performance indicators (KPIs)
- Provide real-time support to agents, including answering queries, handling escalations, and
offering coaching during live chats and tickets
- Monitor agent performance and adherence to quality and compliance standards
- Help onboard and train new team members after TQAs turnover to S Ops / Production
environment; support skills development through mentoring and feedback
- Assist in scheduling, task assignment, and workload balancing to ensure consistent
coverage
- Participate in team meetings, performance reviews, and calibration sessions
- Prepare basic reports on team productivity, customer feedback, and areas for improvement
- Foster a positive and collaborative work environment, promoting teamwork and engagement
- Act as Team Lead in their absence
- Perform additional duties and tasks as assigned by the Supervisor
Requirement:
- At least 12 years of experience in a call center environment
- Strong communication, interpersonal, and problem-solving skills
- Ability to guide and motivate peers while maintaining professionalism and objectivity
- Familiarity with call center tools, CRM systems, and basic reporting
- A proactive attitude, with the ability to multitask and work under pressure
Nice to Haves:
- Has Fintech/ Web 3 knowledge
- Has identity verification (KYC/KYB) experience
- Self-motivated but is a team player and can work under pressure
Perks & Benefits
- Competitive total compensation package
- Various team-building programs and company events
- Comprehensive healthcare schemes for employees and dependants
- And many more! Apply and let us tell you more!
