Team Leader – Customer Experience

About the role

Reporting into the team lead, you will be accountable for the delivery of the responsibilities set out below. This is a full-time position on a mid shift, working work from home from Taguig, Metro Manila. The company employs 201–1,000 and operates in the bpo & call center sector.

What you will do

• Identify recurring customer pain points and raise them to the team lead with suggested fixes.
• Handle inbound and outbound customer interactions across voice, email and chat while meeting quality and handle-time targets.
• Document every interaction accurately in the CRM so the next agent has full context.
• Resolve billing, product and account issues on first contact, escalating only when the case genuinely requires a specialist.
• Meet or exceed monthly CSAT, quality assurance and adherence scorecards.
• Support new hires during nesting by sharing call handling techniques that work.

What we are looking for

• Comfortable working on a night shift or shifting schedule, including Philippine holidays.
• At least 1 year of BPO or customer service experience in a voice account.
• Stable internet connection and a quiet workspace if assigned to a hybrid arrangement.
• Completed at least 2 years of college, or a senior high school graduate with relevant experience.
• Excellent spoken and written English with a neutral, easy-to-understand accent.

Nice to have

• Exposure to a US healthcare, telco or financial services account.
• Experience with Salesforce, Zendesk or Freshdesk.
• Basic troubleshooting knowledge for consumer hardware or mobile apps.

What you get

• Competitive monthly salary with 13th-month pay
• Learning budget and internal upskilling programmes
• Paid leave that increases with tenure, plus convertible unused leave
• HMO coverage from day one, extendable to one dependent
• Performance bonus tied to a transparent scorecard
• Government-mandated benefits (SSS, PhilHealth, Pag-IBIG) processed on time

Skills

Highlighted skills are required; the rest are a bonus.