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 a remote team of agents based in the Philippines. This full‑time remote position will involve close collaboration with U.S. management to drive performance and improve processes.

Key responsibilities

• Lead, coach and develop a team of offshore customer service representatives.
• Train new hires and continuously mentor existing agents.
• Monitor call quality, provide feedback and ensure KPIs are met.
• Handle escalated customer issues and guide technical support.
• Create and update training documentation and standard operating procedures.
• Work with U.S. management to refine processes and boost agent performance.

Required profile

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

Required skills

• Familiarity with customer service software and tools used in the telecommunications industry.

What we offer

• Full‑time remote work with flexible payment in USD or local currency.
• Opportunity to lead a high‑performing, distributed team.