We're hiring a Team Leader to oversee multiple client-facing teams. In this role, you will lead and mentor team members across different functions responsible for guiding prospective clients, driving engagement, resolving concerns, and delivering an excellent customer experience.
As a Team Leader, you will ensure strong operational performance through coaching, workforce coordination, KPI management, and continuous process improvement—supporting LegalMatch's mission of making legal help accessible.
Responsibilities:
- Lead, manage, and support the Intake Team, Client Engagement Team, and Customer Support Team to achieve performance goals.
- Oversee daily operations across teams, ensuring staffing coverage, queue management, productivity, and service levels are met.
- Monitor and analyze KPIs such as call handling, response times, conversion rates, quality scores, CSAT, attendance, and productivity.
- Coach team members through regular feedback, QA reviews, performance discussions, and development planning.
- Handle escalations, complex customer issues, and cross-functional operational concerns.
- Ensure accurate case documentation and proper use of CRM, phone, and internal support systems.
- Coordinate with Workforce Management, QA, Training, HR, and other stakeholders to optimize operations
- Identify workflow gaps, recurring issues, and resource constraints, then implement sustainable improvements.
- Lead process rollouts, policy updates, and change management initiatives across teams.
- Prepare reports, action plans, and performance updates for leadership.
- Foster a positive, accountable, and high-performing culture across all assigned teams.
Requirements
- At least 3 years of leadership experience in customer service, contact center, operations, or similar environments.
- Experience managing multiple teams or functions is highly preferred.
- Strong background in intake operations, customer engagement, customer support, or service operations.
- Proven ability to coach, motivate, and manage diverse teams
- Strong analytical skills with experience managing KPIs and performance dashboards.
- Experience using CRM systems, QA tools, dialers, ticketing systems, and reporting tools
- Excellent communication, stakeholder management, and conflict resolution skills.
- Strong organizational skills with the ability to manage multiple priorities.
At LegalMatch Philippines, we offer a dynamic and innovative environment where you can grow and make a real impact in legal tech. Join our team, collaborate with passionate individuals, and take the next step in your career. Apply today!
