CS Team Lead

Customer Service Team Lead

Location

Pasay City, Philippines (On-site)

Work Schedule

Monday to Friday, 10:00 PM – 7:00 AM

Reports To

Customer Service Manager

Job Overview

The Customer Service Team Lead is responsible for overseeing the daily operations of the

Customer Service Representative (CSR) team supporting customers across

multiple channels, including email, chat, phone calls, and Amazon cases. This role

ensures service quality, KPI achievement, effective case management, and continuous

team development through coaching, performance monitoring, and operational support.

The Team Lead works closely with the Customer Service Manager and Operations team to

maintain efficient workflows, resolve escalations, and ensure compliance with company

policies and customer service standards.

Key Responsibilities

Team Operations Management

• Lead the day-to-day operations of the CSR team handling customer inquiries

across email, chat, phone, and Amazon support channels.

• Monitor queues, ticket assignments, follow-ups, and overall workflow to ensure all

customer cases are attended to promptly.

• Ensure adherence to service standards, SOPs, warranty and return policies, and

communication guidelines across all platforms.

Coaching & Performance Management

• Conduct regular coaching sessions, 1:1 meetings, and performance discussions

with team members.

• Review QA evaluations, KPI reports, and productivity metrics to identify

development opportunities and implement action plans.

• Provide performance input during monthly and quarterly reviews in collaboration

with the Customer Service Manager.

KPI Monitoring & Reporting

• Track individual and team performance against key metrics such as QA, SLA, CSAT,

reliability, and productivity.

• Ensure KPI targets and service goals are consistently achieved.

• Prepare and consolidate weekly and monthly performance reports, highlighting

achievements, risks, and improvement recommendations.

Escalation & Issue Resolution

• Serve as the first point of contact for CSR questions regarding policies, tools,

schedules, and customer handling.

• Manage complex or sensitive customer escalations and coordinate with cross-

functional teams, including product, logistics, and operations, to ensure timely

resolution.

• Monitor service-related negative reviews and reinforce proper review-request

practices to protect brand reputation and customer satisfaction.

Workforce & Attendance Management

• Monitor team attendance, schedule adherence, log-ins/log-outs, and break

compliance.

• Coordinate attendance concerns and schedule adjustments with the Customer

Service Manager.

• Support workforce management planning to ensure adequate staffing coverage

during peak periods and operational needs.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field is

preferred.

• 3–5 years of customer service experience, with at least 3 years in a supervisory or

team lead capacity.

• Experience handling multi-channel customer support, including email, chat, phone,

and e-commerce platforms such as Amazon.

• Strong understanding of customer service KPIs, including QA, SLA, CSAT, and

productivity metrics.

• Proven leadership, coaching, and performance management skills.

• Excellent communication, problem-solving, and interpersonal abilities.

• Ability to manage escalations and collaborate effectively with cross-functional

teams.

• Proficiency in customer service tools, ticketing systems, and reporting platforms.

• Highly organized and capable of managing multiple priorities in a fast-paced

environment.