Customer Service Lead - Muntinlupa

Employment Type: Full-Time

You will work closely with North American stakeholders and ensure service excellence across distributed teams.

Key Responsibilities:

• Supervise and mentor a team of Customer Service Admins
• Oversee day-to-day queue management: email, live chat, and social monitoring
• Assist in onboarding and training of new hires
• Audit team schedules, time clock punches, and absentee records
• Support performance tracking: call/chat volume, outreach outcomes, and SLA adherence
• Act as an escalation point for urgent customer issues
• Contribute to process documentation and continuous improvement initiatives
• Collaborate with global counterparts to ensure seamless customer engagement
• Maintain system knowledge across ERP, CRM, and ecommerce platforms
• Promote a collaborative and professional team culture

Qualifications:

• Bachelor’s degree preferred
• 3+ years in a customer service or team lead role
• Strong experience with Microsoft Office, ERP systems (D365), and CRM tools (Salesforce)
• Excellent English communication skills (written and verbal)
• Strong problem-solving and coaching ability
• Experience supporting or managing KPIs and team reporting
• Comfortable working remotely with cross-functional international teams

• Work-from-home setup with opportunities for occasional in-person training in Manila
• Exposure to global service standards
• Be part of a values-driven company culture focused on people, growth, and innovation