Location

This position will be based remotely in the Philippines.

Reporting

This position will report to the Senior Team Lead, Customer Success.

Summary of Role

We are seeking a Team Lead for Customer Success to inspire and elevate a high-performing team of customer service representatives based in the Philippines. In this pivotal role, you will champion service excellence by overseeing daily operations, optimizing support workflows, and directly mentoring agents to reach their full potential. If you are a passionate leader dedicated to delivering exceptional support, this is your opportunity to drive meaningful impact across the customer journey!

Strategic & Tactical

• Team Leadership & Coaching:
  • Supervise and mentor a team of 7- 15 agents, ensuring high engagement and performance.
  • Conduct regular coaching sessions, one-on-one meetings, and team huddles to enhance service delivery.
  • Foster a culture of accountability, collaboration, and continuous learning.
• Performance & Quality Management:
  • Monitor real-time and historical metrics to ensure efficiency, adherence to KPIs, and high customer satisfaction.
  • Review call recordings, emails, and chat interactions to provide constructive feedback.
  • Develop action plans to improve agent performance and customer interactions.
• Operational Oversight & Business Continuity:
  • Collaborate with workforce management to optimize staffing and scheduling.
  • Escalate operational risks or service disruptions and implement mitigation strategies.
• Customer Experience & Continuous Improvement:
  • Identify trends in customer feedback, complaints, and escalations to improve service processes.
  • Work closely with Quality Assurance, Training, and Knowledge Base teams to enhance agent enablement.
  • Champion a proactive service model, ensuring customers receive best-in-class support.
• Cross-Functional Collaboration:
  • Work with the Call Center Customer Experience Manager to align team goals with business objectives.
  • Partner with other departments (e.g., FinOps, Escalations, Sales) to resolve complex issues efficiently.
  • Contribute to process enhancements and the development of service-level strategies.
    

Qualifications

• 3+ years of experience in customer service, preferably in a leadership or supervisory role.
• Experience managing a remote/international team is a strong plus.
• Background in solar, energy, or a similar technical industry is preferred but not required.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a proactive mindset.
• Proficiency in workforce tools, CRM platforms, and reporting dashboards.
• Ability to thrive in a fast-paced, customer-centric environment.
• Excellent written and verbal communication skills in both English and Spanish, with the ability to deliver constructive feedback clearly (required)