Customer Solutions Team Leader

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🛍️ eCommerce

B2B • SaaS • eCommerce

Peak Support is a boutique Business Process Outsourcing (BPO) company, providing scalable solutions for customer service, technical support, sales, marketing, and back-office operations. With a presence in the Philippines, United States, Colombia, and Eastern Europe, they support fast-growing and innovative brands across multiple industries such as eCommerce, financial services, gaming, healthcare, and technology. Peak Support is dedicated to delivering exceptional quality and personalized attention by maintaining a highly skilled workforce and fostering a strong company culture. Their mission is to empower teams to innovate and exceed client expectations while ensuring data security and operational efficiency.

📋 Description

• Lead, coach, and develop a team of Customer Solutions Guides to consistently deliver exceptional customer experiences. • Conduct regular one-on-one meetings, coaching sessions, performance evaluations, and career development discussions. • Monitor individual and team performance against key performance indicators (KPIs), service levels, quality standards, and customer satisfaction metrics. • Oversee the daily operation of the Customer Solutions team to ensure timely resolution of escalated customer cases. • Develop the technical expertise and customer service capabilities of Customer Solutions Guides. • Partner with Product, Engineering, Aftersales, Operations, Quality, and Training teams to resolve systemic customer issues. • Analyze customer trends, escalation patterns, and operational data to identify improvement opportunities.

🎯 Requirements

• Minimum 5 years of experience in Customer Support, Customer Experience, or Contact Center Operations within a high-growth, fast-paced, or complex customer support environment. • Minimum 2 years of experience leading or supervising customer support teams. • Strong understanding of escalation management, advanced customer support practices, and operational leadership. • Proven experience coaching, mentoring, and developing employees to improve performance and engagement. • Excellent verbal and written communication skills with the ability to communicate effectively across all organizational levels. • Strong analytical, critical thinking, and problem-solving skills with the ability to make data-driven decisions. • Proficiency with CRM platforms, ticketing systems, workforce management tools, reporting platforms, and Microsoft Office applications.

🏖️ Benefits

• Customer-centric decision-making • Professional development • Employee engagement • Cross-functional collaboration