Customer Support Team Lead - Makati City

Job Description

The Customer Support Team Lead role at the company is crucial for managing the team's daily activities, driving performance, and ensuring operational continuity. This position combines people management with operational support, reporting, compliance tracking, and assisting the Program Manager with critical initiatives.Role involves:

• Acting as operational backup and support for COE scaled operations.
• Preparing and presenting business review decks.
• Maintaining weekly reports for each program.
• Analyzing trends and providing recommendations.
• Providing inputs on SOPs.
• Conducting spot quality audits.
• Monitoring and tracking team compliance.
• Managing, coaching, and developing a team of specialists.
• Conducting regular 1:1s and performance reviews.
• Driving accountability on key metrics.
• Addressing performance issues.

Requirements:

• 2+ years of experience in a Team Lead, Supervisor, or Senior Specialist role.
• Strong coaching, mentoring, and team development skills.
• Excellent organizational and multitasking abilities.
• Strong analytical skills and proficiency in Google Sheets and reporting tools.
• High attention to detail.
• Experience with process documentation and quality assurance practices.
• Strong verbal and written communication skills.
• Ability to thrive in a fast-paced environment.

Role offers:

• Opportunity to work in a growing market.
• Chance to change the restaurant industry.
• Collaborative environment with support and guidance.