Customer Support Operations Lead

Catena

full-time

Posted on: 1/15/2026

Location Type: Remote

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About the role

Supervise, coach, and develop offshore customer support representatives.
Conduct regular 1:1s, performance reviews, and structured feedback sessions.
Manage scheduling, attendance, and adherence to company policies.
Foster a culture of accountability, collaboration, and psychological safety.
Ensure consistent achievement of SLAs, KPIs, and CSAT targets.
Monitor calls, emails, and chats for quality, accuracy, and protocol compliance.
Handle escalations and resolve complex or sensitive customer issues.
Identify and implement process improvements to increase efficiency and service quality.
Lead onboarding and readiness assessments for new hires.
Deliver ongoing training on workflows, tools, and patient communication standards.
Coach team members on empathy, clarity, and effective problem-solving.
Identify skill gaps and proactively address development needs.
Act as liaison between offshore support teams and US-based stakeholders.
Communicate policy updates, process changes, and priorities clearly.
Prepare and share performance reports and operational insights.
Partner with other team leads to ensure consistency across support channels.

3+ years of experience in a team lead or supervisory role within customer support or call center environments
Proven experience managing remote or offshore teams, preferably in the Philippines
Strong understanding of customer service operations, SLAs, and KPIs
Excellent communication, coaching, and people-management skills
Proficiency with CRM and ticketing systems (e.g., Zendesk)
Strong problem-solving skills and ability to remain calm under pressure
Fluent in written and spoken English
Willingness to work flexible hours aligned with US time zones
Healthcare or healthtech support experience (preferred)
Experience managing teams across multiple geographies (preferred)
Exposure to phone-based clinical or patient support workflows (preferred)
Familiarity with QA frameworks or support analytics (preferred)

Benefits

Competitive Salary: Based on experience and skills
Remote Work: Fully remote—work from anywhere
Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency
Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
Generous PTO: In accordance with company policy
Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
Direct Mentorship: Guidance from international industry experts
Learning & Development: Ongoing access to resources for professional growth
Global Networking: Connect with professionals worldwide

Tip: use these terms in your resume and cover letter to boost ATS matches.

customer service operationsSLAsKPIsproblem-solvingperformance reviewsprocess improvementsonboardingtrainingquality assurancesupport analytics

coachingpeople managementcommunicationempathyclarityeffective problem-solvingaccountabilitycollaborationpsychological safetyflexibility