Peak Support

Customer Care Team Leader

Peak Support

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Job Level

Senior

About the role

  • Lead, coach, and motivate a team to meet and exceed performance targets
  • Oversee customer interactions via phone, email, live chat, and back-office channels
  • Resolve escalated issues related to orders, promotions, product quality, shipping, and refunds
  • Monitor KPIs such as CSAT, QA scores, and adherence to processes
  • Collaborate with internal teams to identify and implement process improvements
  • Ensure accurate documentation and timely reporting of team performance

Requirements

  • 2+ years of experience as a Team Leader or Supervisor in a call center or customer service environment
  • Strong communication skills, both written and verbal
  • Exceptional attention to detail and accuracy in documentation and reporting
  • Proficiency in digital tools and platforms; familiarity with CRMs (e.g., Salesforce) preferred
  • Excellent organizational and time management skills
  • Ability to adapt quickly to new systems, tools, and evolving processes
  • Experience in retail, e-commerce, or BPO environments is an advantage
Benefits
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Applicant Tracking System Keywords

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

Hard Skills & Tools
customer serviceperformance targetsKPI monitoringdocumentation accuracyprocess improvements
Soft Skills
leadershipcoachingmotivationcommunicationattention to detailorganizational skillstime managementadaptability