Guesty

Customer Experience Team Leader

Guesty

full-time

Posted on:

Location: 🇵🇭 Philippines

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Job Level

Senior

Tech Stack

Go

About the role

  • Managing, developing, and supporting a team of tenured and technical agents (Tier 1 & Tier2).
  • Maintaining the team’s professional goals.
  • Monitoring their performance, QA, and KPIs.
  • Conducting hands-on, effective feedback conversations with the team.
  • Diagnosing and assisting with complex customer issues.
  • Identifying areas for each agent’s personal growth and development and guiding them through professional advancement.
  • Managing a ticket queue based on priority and SLA protocols.
  • Working closely with our developers, technical teams, and other key stakeholders to ensure customer satisfaction.
  • Assisting in managing customer queries in a timely and accurate way, via email, chat or phone.
  • Managing projects and tasks related to the Customer Solutions department.
  • Analyzing data trends to improve KPIs and team performance.

Requirements

  • Native English/Near-native speaker (or mother tongue).
  • At least 2 years of experience in a similar management role.
  • Analytical thinking and great attention to detail.
  • Tech-savvy - strong computer skills (previous experience in a SaaS company: an advantage!).
  • Strong verbal and written communication skills.
  • Ability to adapt to a fast-pacing, changing environment.
  • Ability to use judgment and think outside the box.
  • Customer-centricity mindset and an ability to go the extra mile to engage customers.
  • Fast learner, autodidact.
  • Familiarity with working in a data-driven environment.
  • Able to work in a deadline-driven environment.
  • Flexible and can work on shifts including night shift.
  • Experience working with ticketing systems.
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