Team Leader

SupportNinja

Team Leader managing a team to ensure exceptional customer experiences. Responsibilities include performance monitoring, coaching, and operational efficiency in a remote setting.

Posted 7/4/2026full-timeRemote • 🇵🇭 PhilippinesSeniorWebsite

About the role

Key responsibilities & impact

Provide effective leadership and supervision to a team of representatives
Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives
Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment
Address employee concerns, conflicts, and performance issues in a timely and effective manner
Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs)
Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency
Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows
Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction
Stay updated with industry best practices and trends to drive process improvements and innovation within the team
Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members
Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles
Collaborate with other team leads and managers to share best practices and implement consistent processes
Serve as a point of contact for escalations and handle customer inquiries or complaints as needed
Contribute to team meetings and participate in organizational initiatives to drive positive change and growth
Provide reports on team performance as required
Regularly communicate with clients as needed
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

Requirements

What you’ll need

3 years of experience in a role equivalent to the representatives the role will support
Minimum of 1 year of experience in a leadership or supervisory role, preferably in a call center environment
Previous client-facing experience preferred
Strong communication skills, both verbal and written
Strong knowledge and understanding of customer service and technical support principles and practices
Strong problem-solving and decision-making skills
Excellent interpersonal skills to interact with team members and stakeholders at all levels
Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences
Results-oriented mindset with a focus on driving operational excellence and continuous improvement
Proficiency in using customer service software and tools such as CRM
Proficient in using computers and various software applications
Has collections specialist background/experience

Benefits

Comp & perks

Competitive compensation
Adherence to government-mandated benefits
Retirement Savings Program with Company Matching
Life Insurance
HMO on day 1
Paid time off, birthday leave
Bonus and incentive plans
Opportunities for skills training and personal and professional development
Employee Referral Program
Beautiful office space
Free lunch provided daily

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Team Performance AnalysisOperational ExcellenceKPI MonitoringTraining CoordinationTechnical Support Principles

Soft Skills

Strong Communication SkillsInterpersonal SkillsMotivational SkillsEmpathyConflict Resolution