This role is central in guiding a team of enthusiastic customer support professionals, whose performance is vital to achieving the company's mission. With your customer support, operations, and team management skills, you will play an essential role in delivering an exceptional customer experience globally. This position offers the chance to work in a vibrant environment that values teamwork and innovation.
Customer Service Team Lead - Night Shift
Salary: Competitive and based on experience
Location: Taguig
Keywords: Customer Support, Team Lead, Night Shift, Operations Management, Crypto Ecosystem
Our client is seeking a dedicated and experienced Customer Service Team Lead for their night shift operations. This role is pivotal in leading a team of highly motivated customer support professionals, whose performance is critical to achieving the company's mission. With your customer support, operations, and team management skills, you will play a crucial role in delivering an outstanding customer experience globally. This position offers the opportunity to work in a dynamic environment that values collaboration and innovation.
- Lead a high-performing customer support team
- Ensure delivery of outstanding global customer experience
- Opportunity to work in the exciting crypto ecosystem
What you'll do:
As a Customer Service Team Lead for the night shift, you will be at the forefront of delivering exceptional customer service. Your role involves developing a high-performing team capable of handling various channels such as email, chat, and phone. You will act as a trusted point of contact for escalations and high-priority issues while ensuring that service level agreements, productivity metrics, and quality metrics are met. Your leadership skills will be instrumental in providing mentorship based on industry best practices. You will also collaborate with internal teams to improve product support workflows. Your ability to make data-driven decisions will be key in this role.
- Develop and lead a team of high performing customer support agents across multiple channels including email, chat & phone.
- Act as a trusted point of contact for escalations and high priority issues related to your scope.
- Achieve service level agreements, productivity metrics and quality metrics for your line of business, at the individual and team level.
- Provide leadership mentorship based on industry best methodologies and performance management.
- Focus on team growth and enablement through mentorship, career development and employee engagement.
- Collaborate with internal support teams across Programs, Tools, Quality and Training to help launch or improve product support workflows.
- Utilize an in-depth understanding of metrics to drive data-driven business decisions.
- Continuously add value through effective project management, dedicated prioritization and efficient execution.
- Communicate policies to customer support agents and become the primary information source for the team, following up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
What you bring:
The ideal candidate for the Customer Service Team Lead role is someone who is motivated by the mission of providing a seamless support experience for our global customer base. You should have a minimum of 6 years of relevant experience in financial services, technology, or customer support, with at least 3 years in people management within an operations environment. Experience in scaling teams across multiple workflows and various channels of support is essential. A proven track record of leading deeply engaged and high-performing teams using metrics to make business decisions is required. An interest in and understanding of the crypto ecosystem will be beneficial. Excellent communication skills are necessary, along with the flexibility and adaptability to meet the evolving needs of a high-growth, fast-paced organization.
- Motivated by crafting a seamless support experience for our global customer base.
- Minimum of 6 years of relevant experience in financial services, technology and/or customer support.
- Minimum of 3 years of people management experience in an operations environment.
- Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email and chat.
- Excellent track record of leading deeply engaged and high performing teams using metrics to make business decisions.
- Subject matter expertise and interest in the crypto ecosystem.
- Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
- Excellent communication skills (written and verbal), ability to simplify complex topics for broad audiences
- Willing to work from an office at Manila, Philippines
What sets this company apart:
Our client is a globally recognized company operating in the exciting world of cryptocurrencies. They are known for their commitment to innovation and their dedication to providing exceptional customer service. They offer a dynamic and collaborative work environment where every team member's contribution is valued. This is an excellent opportunity to join a rapidly growing industry and make a significant impact.
What's next:
Ready to take your career to new heights in the crypto ecosystem? Apply now!
Apply today by clicking on the link provided. We look forward to receiving your application!
Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.
