Customer Service Team Lead – Remote (Telecom)

About the role

We are looking for an experienced Customer Service Team Lead to manage and develop a remote customer service team based in the Philippines for a telecommunications client. The role involves leading offshore agents, ensuring service quality, and collaborating with U.S. management to drive performance.

Key responsibilities

• Lead and support a team of offshore customer service representatives.
• Train new hires and continuously coach existing agents.
• Monitor call quality and provide feedback.
• Handle customer escalations and provide technical support guidance.
• Ensure KPIs, quality standards, and customer satisfaction goals are achieved.
• Create and improve training documentation and SOPs.
• Work closely with U.S. management to improve processes and agent performance.

Required profile

• Background in Customer Service, Technical Support, or Customer Care Leadership.
• Experience coaching, training, and mentoring remote agents.
• Excellent English communication skills.
• Strong problem‑solving and escalation management experience.
• Hands‑on leader who enjoys developing people and building a high‑performing support team.

Required skills

What we offer

• Full‑time remote position.
• Payment in USD or local currency according to candidate’s preference.