Team Leader for Retail Customer Service Philippines - Exciting Challenge

Who we are

Peak Support is a rapidly growing services provider offering a wide range of services such as customer support, sales operations and business process outsourcing to high-growth companies. Our headquarters is in Cambridge, Massachusetts with delivery centers across the Philippines, Colombia, Europe and India.

Our mission is to empower our team to innovate and deliver beyond expectations, and we're currently looking for a Team Lead for Customer Service (Retail) for one of our projects to champion this mission and grow with us!

Our client is building a groundbreaking software solution, purpose-built to support today’s commercial contractors. From helping customers to manage their service all the way to project management, we’re breaking the mold and building a team that invests in our mission statement. We love driven, self-motivated folks experienced in tech start-ups and thrive in fast-paced environments.

Some requirements for this position:

• Strong verbal and written English skills
• Strong performance management background
• Open to shifting, flexible in terms of work hours, and working on holidays
• Excellent coaching skills
• Can work under extreme pressure
• Possess above average English written and verbal communication skills
• With demonstrable track record in achieving targets and improving agent performance
• Service and customer-focused
• Strong analytical skills; very detail-oriented
• Strong decision-making and problem-solving skills
• Knowledgeable in call center tools and processes
• Experience supporting a retail/E-commerce account in the BPO space

Experience:

• 2+ years of Team Leader experience in the BPO industry required.

What we offer

• Full time, permanent employment opportunity
• 100% Remote work set-up
• Competitive compensation & benefits package
• Chance to be part of an awesome team!

Technical requirements:

• Internet speed upload & download: at least 10mbps
• Device requirements (laptop or desktop)
• CPU : Intel Core i Series (i3-7000, i5-4000, i7-5000, i9) or better, Pentium G5400/N6400 or better, Xeon E Class or better / AMD Ryzen 3 2200G or better, Athlon 3000, Silver, Gold or better or Apple M1, Intel Core i Series (i3-7000, i5-4000, i7-5000, i9) or better, Pentium G5400/N6400 or better, Xeon E Class or better / AMD Ryzen 3 2200G or better, Athlon 3000, Silver, Gold or better.
• 8GB RAM
• Windows 10 (64-bit) or better; or MacOS 12 (Monterey) or better
• Genuine Windows version
• With active virus protection