Customer Service Team Leader (Permanent | Full Time | Non-Voice)
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 12h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 9d ago
The date the source published, not the day we noticed it (2026-09-25). Last seen at its source 2h ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Philippines
The description agrees: it names Philippines.
What the ad says
…Open to candidates in the Philippines ⏱️ Full-Time | Permanent 💻 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…
Pay not stated
Similar roles pay A$1,575–2,175/mo
Middle 50% of 8 listings that do state pay — Customer · all levels · Philippines · AUD/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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bamboohr employer's own board first seen 12h ago · last seen 2h ago
The listing
📍 Remote – Open to candidates in the Philippines
⏱️ Full-Time | Permanent
💻 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.