CS Team Lead

Job Summary

We are seeking a motivated Customer Service Team Lead to oversee daily operations for our Australian Telco client.
The successful candidate will manage a team handling customer service and billing workflows, ensuring high-quality delivery and SLA compliance.
This role also offers the opportunity to transition into coordination and service delivery management for candidates who wish to expand beyond team operations.

Work Setup & Schedule:

• Location: 100% onsite on Alabang, Metro Manila, Philippines.
• Shift & Work Hours: 6:00 AM - 3:00 PM Manila Time

Responsibilities

• Supervise a team delivering Telco customer service and billing operations for AU clients.
• Monitor performance metrics, identify service issues, and ensure adherence to SLAs.
• Coordinate with QA, Technical, and Vendor teams to resolve complex service cases.
• Support workflow improvement projects and process documentation.
• Report operational results and service trends to management and clients.

Requirements

• Minimum 2 years of experience in Telco Customer Service or Billing, including 1 year in a leadership or supervisory role (AU Telco preferred).
• Strong people management and communication skills.
• Experience with workflow management, escalation handling, and performance tracking.
• Ability to coordinate with multiple stakeholders across teams and vendors.
• Good analytical mindset, adaptable to project-based tasks.

Why You'll Love This Role

Work directly with an Australian Telco partner in a dynamic environment.

Gain exposure to project and service delivery operations.

A clear career pathway toward Project Coordinator / Service Delivery roles for qualified candidates.