Customer Service Team Leader

🔥 15 hours ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Newstel Worldwide

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Newstel Worldwide is a leading provider of multilingual customer service solutions, headquartered in Hamburg, Germany, with additional contact centers in Glasgow, Manila, and Istanbul. Founded in 2015, Newstel specializes in offering 24/7 customer support and Business Process Outsourcing (BPO) services, predominantly for the eCommerce sector. Combining advanced technology with highly trained personnel, they deliver efficient customer service while managing rapid scalability to adapt to client sales volumes. Newstel focuses on enhancing customer lifetime value through cross-selling and upselling opportunities and utilizes a pay-as-you-go pricing model. Their global team of 200+ native speakers is dedicated to maintaining high-quality standards across 12 languages, providing seamless omnichannel support to clients across 95 countries.

📋 Description

• Lead and support a team of Customer Service Agents • Oversee the inbox to ensure high productivity, SLA adherence and efficient workload management • Ensure correct inbox views are used and work is prioritised effectively • Monitor daily operational plans and ensure ad-hoc tasks are completed • Provide real-time support through internal communication channels and escalate issues when appropriate • Drive customer satisfaction by meeting CSAT, response time, ticket handling and resolution targets • Coach the team on customer retention techniques, subscription management and value-driven conversations • Conduct regular 1-2-1s, performance reviews and coaching sessions • Complete quality assurance reviews, provide actionable feedback and participate in calibration sessions • Produce weekly performance reports and use data to identify improvement opportunities • Monitor customer trends, recurring issues and operational risks; escalate findings and recommend process improvements • Act as the first point of contact for day-to-day operational issues and help resolve blockers • Support onboarding and training of new team members when required

🎯 Requirements

• Experience leading, mentoring or coaching team members • Proven track record of working in a high-volume customer support environment • Strong understanding of customer satisfaction metrics and operational KPIs • Experience with subscription-based products and customer retention strategies is desirable • Flexibility to work weekends and public holidays as part of a rotating schedule • Experience using customer support platforms such as Gorgias, Zendesk, Shopify or similar is advantageous • Excellent written and verbal communication • High quality standards and attention to detail • Analytical, proactive and solutions-focused approach • Ability to remain calm and organised in a fast-paced environment • Collaborative, positive, accountable and reliable approach • Comfortable making decisions and adaptable in a growing startup environment

🏖️ Benefits

• Permanent, full-time employment • Remote work • Use your own device