Team Lead (US Based Client)

Client: One Workforce Global
Employment Type: Full-Time Employment
Work Setup: 100% Onsite
Work Schedule: Night Shift (10:00 AM to 7:00 PM U.S. Eastern Time Zone)
Location: Clark, Pampanga
Salary Package: 40,000 to 55,000 PHP/Monthly

Postion Overview:

We are seeking a highly motivated Customer Service Team Lead to guide and support our Customer Service Associates. In this role, you’ll oversee daily operations, provide real-time escalation support, and ensure the team consistently delivers exceptional service across phone, email, and live chat. If you’re passionate about leadership, customer care, and creating seamless customer experiences, we’d love to meet you.

What You'll Do:

• Lead, mentor, and coach a team of Customer Service Associates.
• Ensure service standards and performance targets are met or exceeded.
• Handle escalated customer concerns with professionalism and urgency.
• Monitor and manage call, email, and chat queues to maintain efficiency.
• Analyze team performance and recommend process improvements.
• Collaborate with other departments to resolve customer issues and enhance workflows.
• Support training, onboarding, and development of team members.

Job Requirements:

• 2–3 years of proven leadership experience in a customer service environment.
• Demonstrated ability to coach effectively, manage performance, and resolve team-related challenges.
• Strong operational knowledge of customer service functions (phone, email, chat).
• Independent, proactive, and capable of making sound decisions in fast-paced situations.
• Excellent communication and interpersonal skills, with a track record of motivating and developing others.
• Familiarity with customer service systems/CRMs and reporting tools.

WHY INTELASSIST?
We grow together. We value your effort. We aim to empower you.