Customer Service Representative Team Lead

software expert systems b.v.

Philippines, Central Visayas

2-4 Years

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Posted 3 hours ago
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Job Description

URGENT HIRING!

PURPOSE

The Customer Service Representative – Team Lead is a managerial role responsible for overseeing the Philippine-based Customer Service Representative Team and ensuring smooth coordination between the Cebu and Netherlands offices. This position serves as the primary escalation point for complex and high-priority support tickets, ensuring timely resolution and consistent communication across regions.

The role focuses on aligning support operations with the Account Management structure, driving team performance, and optimizing service delivery. By managing team deliverables, achieve KPIs, and implementing benchmarks, the Customer Service Representative Lead ensures an exceptional client experience and strong operational continuity.

DUTIES & RESPONSIBILITIES

Customer Experience, Escalation & Issue Resolution

Act as the main escalation handler for complex client concerns and high-priority support tickets.
Provide accurate, complete, and timely responses to customer inquiries.
Manage and resolve customer complaints effectively, ensuring high client satisfaction.
Collaborate with internal departments to address customer needs and deliver end-to-end solutions.
Maintain strong product and service knowledge to support and guide customers effectively.
Document and track all customer interactions, escalations, and resolutions in HubSpot or relevant systems to ensure transparency and continuity.

Leadership & Managerial Responsibilities

Lead, supervise, and motivate the Customer Service Representative Team, ensuring accountability and high performance.
Conduct weekly huddles, performance check-ins, and coaching sessions to drive continuous improvement.
Ensure effective ticket management, workload distribution, and timely resolution of support requests.
Oversee team deliverables and ensure alignment with operational priorities and service standards.
Establish and monitor team KPIs, benchmarks, and performance targets to measure success and productivity.

Team Performance, KPIs & Benchmarks

Track, analyze, and report team performance metrics including response time, resolution time, client satisfaction, and ticket backlog.
Implement team benchmarks and support best practices to improve service quality and efficiency.
Ensure the support team meets or exceeds agreed service-level targets and operational KPIs.
Identify trends, gaps, and improvement opportunities based on performance data.

Process Improvement & Cross-Department Collaboration

Collaborate closely with Dutch Account Management teams on client handovers, escalations, and shared workflows.
Analyze support performance trends and recommend improvements in systems, processes, and procedures.
Maintain and update Standard Operating Procedures (SOPs) and ensure consistent implementation.
Support onboarding and training of new team members, including tools, workflows, and service standards.
Lead training initiatives whenever processes or platforms are updated.

Reporting & Communication

Regularly report to the Branch Manager regarding team performance, escalations, and operational updates.
Escalate critical client issues and provide actionable recommendations for resolution.
Ensure alignment of support operations with organizational goals and client success objectives.

QUALIFICATIONS

Bachelor's degree preferred or equivalent work experience in customer support or client services.
At least 2–3 years of solid experience in customer service, client support, or helpdesk operations.
Prior experience in a Team Lead, Senior Support, QA, or supervisory role is highly preferred.
Proven ability to handle escalation tickets, resolve complex customer concerns, and manage urgent cases.
Experience coaching team members, monitoring service quality, and supporting performance improvement is an advantage.
Familiarity with CRM or ticketing platforms (e.g., HubSpot, Zendesk, Freshdesk) is preferred.

Skills

Proven leadership and people management experience in a support or service environment.
Strong ability to manage escalation tickets and high-pressure client situations.
Excellent communication, conflict resolution, and stakeholder management skills.
Proficiency in CRM and ticketing systems (HubSpot preferred).
Strong analytical skills with experience managing KPIs and performance benchmarks.
Highly organized and capable of handling multiple priorities.

Attributes