Customer Service Team Lead (Phone & Zendesk Operations) I Work from Office

We’re Hiring: Customer Service Team Lead (Phone & Zendesk Operations)!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

Attach this together with your updated CV to become a priority applicant!

Location: Philippines - Angeles ( Pampanga), Schedule: Night Shift

Job Description:

You’ll be responsible for agent performance, ticket quality, call quality, and reporting, while helping build a culture of accountability, urgency, and strong customer experience.

• Lead daily operations for a team of CSRs (phone, email, chat)
• Monitor and improve call quality, tone, and resolution effectiveness
• Act as primary escalation point for complex customer issues
• Ensure all work is properly documented in Zendesk
• Coach agents in real time and through structured feedback sessions
• Maintain team performance against KPIs (CSAT, QA, response time, resolution time)
• Identify gaps in workflows and propose process improvements
• Assist in workforce management (queues, coverage, scheduling support)
• Support hiring, onboarding, and training of new agents

• Advanced experience in Zendesk (or similar platform) required
• Manage and optimize:
• Views, macros, triggers, and automations
• Ticket routing and tagging strategy
• SLA adherence and queue health
• Assist with reporting and dashboards (Zendesk Explore or equivalent)
• Analyze ticket trends and recommend operational improvements
• Partner with leadership on AI, automation, and workflow optimization

• Team consistently hits or exceeds CSAT, QA, and SLA targets
• Agents improve measurably through coaching and feedback
• Escalations are resolved quickly and professionally
• Zendesk environment is organized, efficient, and scalable
• Reporting provides clear insight into performance and opportunities
• Team operates with urgency, accountability, and strong morale

Qualification and requirements:

• 5+ years in customer service, with at least 2+ years in a leadership role
• Strong background in phone-based support (call center or BPO)
• Excellent spoken English (clear, confident, leadership presence)
• Proven ability to coach, motivate, and hold agents accountable
• Experience managing high-volume support environments

• Deep experience with Zendesk (admin-level capabilities strongly preferred)
• Experience in travel, hospitality, or timeshare industry
• Familiarity with KPIs, QA scorecards, and performance management
• Experience working with remote or offshore teams

• Ownership mindset – takes responsibility for results, not just tasks
• Strong work ethic – consistent, reliable, and leads by example
• Bias for action – solves problems quickly without waiting for direction
• Accountability driver – holds team to high standards
• Coaching mentality – develops people, not just manages them
• Calm under pressure – handles escalations and high call volume environments
• Data-driven thinker – uses reporting to guide decisions
• Process-oriented – builds structure where there is ambiguity

Non-negotiable skills & requirements:

• 5+ years in customer service, with at least 2+ years in a leadership role
• Strong background in phone-based support (call center or BPO)
• Excellent spoken English (clear, confident, leadership presence)
• Proven ability to coach, motivate, and hold agents accountable
• Experience managing high-volume support environments

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Tech-on-wheels Support
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**