Customer Support Specialist – SaaS Background
Staff Domain
Cloud
Customer Service Team Lead
ZigZag Offshoring
full-time
Posted on:
Location Type: Hybrid
Location: Ortigas • 🇵🇭 Philippines
Visit company websiteJob Level
Senior
About the role
- The Customer Service Team Lead is a mid-level management role in the Customer Service Team
- Ensure customer interactions are handled professionally, empathetically, and efficiently
- Maintain daily ticket targets and handle inbound and outbound inquiries across all platforms
- Lead, coach, and mentor a team of customer service representatives
- Collaborate with the Customer Service Manager to implement strategies to enhance customer satisfaction and loyalty
- Assist in developing training programs for representatives
- Monitor KPIs to identify areas for improvement
Requirements
- 2 to 3 years of team lead experience
- Ability to support and manage a team effectively
- Responsible for preparing and submitting daily reports
- Proactive in raising concerns and addressing issues as needed
- Ensure team members meet individual and team KPIs through close monitoring, coaching, and performance management
- Nice to Have: Experience in Shopify
- Background in E-commerce or Retail
Benefits
- ZigZag is committed to building a diverse, inclusive, and equitable workplace.
- We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work.
- Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
KPI monitoringperformance managementreport preparationtraining program development
Soft skills
leadershipcoachingmentoringcommunicationproblem-solvingempathyproactivity