Remote Customer Support Team Lead

Logo of Boldr

Boldr

📍Remote - Philippines

Job highlights

Summary

Join our team as a Team Manager and lead the day-to-day operations, ensuring productivity and quality targets are met. You will be the expert in your client's company, supporting their philosophy and guiding teammates towards excellent execution.

Requirements

  • 2+ years of management experience, ideally within customer experience
  • 3+ years of experience in customer experience roles
  • Demonstrated ability to inspire and develop individual teammates, particularly in a remote-first environment
  • Excellent verbal and written communications skills in English (additional languages are a plus!)
  • A high level of empathy and emotional intelligence
  • Ability to be independent and work with minimal supervision, while also being a collaborative team player
  • Proficiency with customer support software
  • Proactive and adept with giving and receiving constructive feedback
  • Able and willing to work full-time on any shift
  • Available to work Saturday or Sunday

Responsibilities

  • Manage the day-to-day operations of your team and ensure that your group meets productivity and quality targets
  • Be the expert in your client’s company and support philosophy and the go-to resource for teammates in order to guide them toward excellent execution that exceeds client expectations
  • Serve as the primary representative of your team to your client and represent Flight in a professional and friendly manner; conduct weekly team meetings and coordinate communication around new initiatives or customer issues
  • Coach and mentor the individuals on your team and contribute to a supportive and growth-oriented environment
  • Advise on and directly handle customer escalations via live chat, email, and/or phone to help your team provide resolution for customers
  • Oversee your queues and allocate team focus as needed to ensure balanced coverage and meet SLAs
  • Manage team schedule, ensure complete and timely coverage of shifts, and facilitate requests for schedule changes or days off
  • Evaluate workflows and policies to recommend improvements and increase client, customer, and team satisfaction
  • Troubleshoot and improve your team’s stack of tools

Benefits

  • A flexible, remote work environment
  • Global community of talented teammates joined by a passion for helping others and commitment to supporting one another’s success
  • Learning and development programs so you can keep growing your skills and career
  • Early-stage startup with lots of opportunities for ownership and impact
  • Paid time off

Share this job:

Disclaimer: Please check that the job is real before you apply. Applying might take you to another website that we don't own. Please be aware that any actions taken during the application process are solely your responsibility, and we bear no responsibility for any outcomes.
Please let Boldr know you found this job on JobsCollider. Thanks! 🙏