# Customer Support Lead

**Company**: Workstream
**Location**: Manila, Philippines
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/workstream/jobs/6250324004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/customer-support-lead-f05abd6c-415/

## Description

Workstream is seeking a Customer Support Lead to manage a team of 8-13 Customer Support Specialists. The successful candidate will be responsible for employee development, focusing on competency and skill building, and incorporating a business continuity plan that supports seamless knowledge transfer and drives high levels of employee performance and engagement.

Responsibilities:

- Lead a team of Customer Support Specialists who support customers through phone, chat, and email

- Focus on employee development, competency, and skill building

- Incorporate a business continuity plan to support knowledge transfer and drive high employee performance and engagement

- Coach and provide actionable feedback to team members to promote career development and exceed support standards, measures, and goals

- Escalate trends and urgent issues with strong proposals to fix

- Own building and optimizing processes for driving internal efficiencies, issue resolution, customer satisfaction, and SLA success

- Conduct weekly 1:1s with each team member to level them up within their role and discuss role-specific topics

- Participate in functional Management discussions to enable consistent calibration 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

- Experience in managing voice and non-voice accounts handling SMS, chat, and email interactions

- Previous experience in handling a team with sales and customer service focus metrics: CSAT, Sales, AHT, 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

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## Skills

### Required
- leadership
- customer service
- problem-solving
- data analysis
- communication

### Nice to have
- product expertise
- project impact analysis
- sales and customer service metrics

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/workstream/jobs/6250324004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)