Job Opportunities API

📍 Remote – Open to candidates in the Philippines ⏱️ Part-Time | Permanent (25 hours per week) 💻 Use Your Own Device 📅  About the Role As a Customer Experience Team Lead , you will lead and develop a team of Customer Service Agents to deliver an exceptional support experience that reflects the client's brand values and customer-first approach. You will be responsible for driving team performance, maintaining high-quality standards, coaching and developing your team, and ensuring operational excellence across all customer interactions. Working closely with stakeholders, you will play a key role in developing a high-performing, collaborative team that consistently delivers outstanding service and contributes to the client's continued growth. 💬   What You’ll Do • Leading and supporting a team of Customer Service Agents to deliver exceptional customer service • Overseeing the inbox to ensure high productivity, SLA adherence, and efficient workload management • Ensuring the team is working in the correct inbox views and prioritising work effectively • Monitoring daily operational plans and ensuring ad-hoc tasks are completed as required • Providing real-time support through internal communication channels, escalating issues where appropriate • Driving customer satisfaction by meeting and exceeding CSAT, response time, ticket handling and resolution targets • Coaching your team on customer retention techniques, subscription management and delivering value-driven conversations • Conducting regular 1-2-1s, performance reviews and coaching sessions to develop team capability • Completing quality assurance reviews, providing actionable feedback and participating in calibration sessions to maintain consistency • Producing weekly performance reports and using data to identify opportunities for improvement • Monitoring customer trends, recurring issues and operational risks, escalating findings and recommending process improvements • Acting as the first point of contact for day-to-day operational issues and helping the team overcome blockers • Supporting onboarding and training of new team members where required 🎯   What You Bring • Passionate about delivering exceptional customer experiences • An excellent communicator, both written and verbal • Known for maintaining high quality standards and attention to detail • Calm and organised in a fast-paced environment • Analytical, proactive and solutions-focused • Highly collaborative with a positive, can-do attitude • Accountable, reliable and comfortable making decisions • Adaptable and excited by working in a growing startup environment • Experience leading, mentoring or coaching team members • A proven track record of working in a high-volume customer support environment. • Strong understanding of customer satisfaction metrics and operational KPIs • Experience with subscription-based products and customer retention strategies is desirable • Flexibility to work weekends and public holidays as part of a rotating schedule • Experience using customer support platforms (such as Gorgias, Zendesk, Shopify or similar) is advantageous 🚀 Interested? Apply now to be part of our candidate pool! We look forward to connecting with you.