Customer Service Team Lead (Remote)

About the role

Our client, a telecommunications service provider, is looking for an experienced Customer Service Team Lead to manage and develop a remote customer service team based in the Philippines. This full‑time remote position focuses on delivering high‑quality support for wireless communication products.

Key responsibilities

• Lead and support a team of offshore customer service representatives.
• Train new hires and continuously coach existing agents.
• Monitor call quality, provide feedback, and ensure KPIs are met.
• Handle customer escalations and guide technical support.
• Create and improve training documentation and SOPs.
• Collaborate with U.S. management to optimise processes and agent performance.

Required profile

• Background in Customer Service, Technical Support, or Customer Care Leadership.
• Proven experience coaching, training, and mentoring remote agents.
• Excellent English communication skills.
• Strong problem‑solving and escalation management abilities.

Required skills

What we offer

• Full‑time remote work with payment in USD or local currency.
• Opportunity to lead a high‑performing support team in a global telecom environment.