Customer Support Lead

Job not on LinkedIn

🔥 1 minute ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.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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Workstream

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🍽️ Food & Beverage

📦 Logistics

Consulting • Food & Beverage • Logistics

Workstream is a cutting-edge text-based hiring tool specifically designed for the deskless workforce, enabling local businesses and restaurants to streamline their recruiting and hiring processes. By utilizing SMS and text messaging, Workstream reduces the time needed to engage, hire, and onboard hourly workers by half, saving companies substantial hours weekly. With a proven track record of enhancing efficiency for renowned brands such as Jamba, Chick-fil-A, and McDonald's, Workstream integrates machine learning and customized workflows into its applicant tracking software to optimize recruitment for SMBs and franchises.

📋 Description

• Lead a team of 8-13 Customer Support Specialists supporting customers through phone, chat, and email • Drive employee development through competency and skill building • Incorporate a business continuity plan supporting seamless knowledge transfer and employee performance and engagement • Coach team members and provide actionable feedback to promote career development and exceed support standards, measures, and goals • Escalate trends and urgent issues with strong proposals for resolution • Own team performance and retention • Build and optimize processes for internal efficiencies, issue resolution, customer satisfaction, and SLA success • Ensure the success of each Customer Support Specialist and the overall Customer Support leadership team • Conduct weekly 1:1s covering issue resolution, difficult customer conversations, tools navigation, and troubleshooting • Participate in management discussions on processes, best practices, and change management

🎯 Requirements

• At least 4 years of professional experience in the BPO, shared services, or similar industry, 2 years of which have been spent on a leadership capacity/level • Strong preference for candidates with experience managing voice accounts • Strong preference for candidates with experience managing non-voice accounts handling SMS, chat, and email interactions • Strong preference for candidates with experience handling both voice and non-voice accounts • Previous experience in handling a team with sales and customer service focus metrics: CSAT, Sales, AHT, and Quality • Highly organized with a problem-solving & data-driven mindset • Exceptional written, verbal, and presentation skills • Ability to become a product expert and advocate for the Workstream platform • Ability to quantify, analyze, and share findings related to project impact • A willingness to experiment rapidly, make mistakes, and learn

🏖️ Benefits

• Permanently Remote • Pay wired directly to your bank account • $50 Monthly Stipend • Annual Bonus • Performance-based bonuses • Flexible PTO • Enjoy company time off during some of the major US and PH Holidays • Company-issued Device • Career fast track for performers and internal mobility • Learn from a team of Stanford, MIT, Google, and Harvard alumni

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