Client Services Team Leader (Work From Home)

We prioritize the well-being and professional development of our team members, treating each one as a valued internal client. This approach ensures excellence in service delivery and fosters meaningful relationships with all stakeholders.

Core Values:

EmpowerU, Inc. is anchored in four fundamental values, known as the 4Cs: Care, Communication, Camaraderie, and Commitment. These principles guide our interactions with clients and among team members, ensuring a cohesive and supportive work environment.

Commitment: Our unwavering pursuit of excellence defines our approach to every task.

About the Role

We are seeking an experienced Global Client Services Team Leader to lead a distributed, high-performing team of client service representatives across multiple regions.

This is a fully remote, global work-from-home role responsible for driving operational excellence, client satisfaction, and team performance across internal and external client service operations.

You will play a key leadership role in managing international market client services, ensuring seamless delivery across time zones while maintaining strong service quality and operational discipline.

• Lead and manage a global remote team of client service representatives
• Ensure achievement of KPIs including CSAT, SLA, AHT, FCR, QA, and productivity metrics
• Serve as the primary operational contact for clients and stakeholders
• Manage escalations and ensure timely, professional resolution of service issues
• Drive performance coaching, training, and employee development
• Oversee workforce planning, scheduling, and operational alignment across regions
• Identify process gaps and lead continuous improvement initiatives
• Deliver regular performance reporting and insights to leadership and clients
• Maintain high engagement and performance across remote teams

Work Setup & Requirements

This is a work-from-home global leadership role.

Candidates must have:

• Minimum 50 Mbps+ stable internet (upload & download)
• A backup internet connection for redundancy
• An uninterrupted power supply (UPS) or backup power solution
• Proven strong attendance and reliability record
• Ability to work across US, UK, and AUS time zones
• Willingness to work weekends and Philippine holidays when required

• Familiarity with Go High Level
• Experience with Salesforce CRM
• Experience using Aircall or similar cloud telephony systems
• Proficiency in Microsoft Office Suite, especially:
• Excel (reporting, analysis, dashboards)
• PowerPoint (presentations and business reporting)
• MS Teams and Zoom
• Comfortable using virtual collaboration tools and reporting platforms

• 5+ years experience in customer service, call center, or BPO environments
• 2–3+ years in a team lead, supervisor, or managerial role
• Experience managing remote or hybrid teams
• Strong background in performance management, KPIs, and service delivery
• Experience in client-facing communication and escalation handling
• Bachelor’s degree or equivalent experience preferred

• Strong leadership and people management skills
• Customer-first mindset with a focus on service excellence
• Ability to work in a fast-paced, global, metrics-driven environment
• High accountability, ownership, and operational discipline
• Excellent communication and stakeholder management skills
• Experience in BPO / shared services / outsourced operations is highly preferred

• Consistently meeting or exceeding SLA and KPI targets
• High client satisfaction and retention
• Strong team engagement and performance improvement
• Effective management of global, distributed teams
• Continuous operational and process improvements

• Fully remote global leadership opportunity
• Exposure to international clients and cross-border operations
• High-impact role with visibility to senior leadership
• Opportunity to lead and shape global service delivery standards