Customer Support Lead

Paymentwall inc. - Manila
new offer (07/07/2020)

job description

Customers always come first at Paymentwall. As Customer Support Lead, you will keep your team members focused on the big picture and empower them to successfully deliver exceptional customer service on any given day. You must have strong people management skills. You will lead by example and drive your team’s performance to a whole new level.




  • Lead, coach, train, motivate, and drive the performance of the customer support team;



  • Set individual and team KPIs and service levels, ensure adherence, and manage team’s expectations and behaviors;


  • Ensure adequate coverage and work distribution by managing team schedule;




  • Identify and address gaps and opportunities in individual and team performance by developing and implementing new processes and guidelines;




  • Be the point of contact and escalation for complex customer issues and concerns;




  • Work closely with the development team to provide information and recommendations to create back-end tools to best facilitate responses to our customers and improve our customer service product.






  • A Bachelor’s degree in business, finance, commerce, communications, or any related discipline;




  • At least three (3) years experience in providing customer support by phone, email or chat, with at least two (2) years in leadership capacity;




  • Excellent communication skills in English, both written and verbal;




  • Proven track record in leadership, preferably within the internet and digital space






  • A driven leader:
    You have strong people management experience - you can coach, support and drive your team to consistently handle customer concerns with a sense of urgency, empathy, accuracy, and professionalism.




  • Strategically solutions-oriented:
    You are a high-performer, extremely efficient in delivering positive customer experience and improving internal processes while being sensitive to business costs and reputation;




  • Highly communicative and adaptive:
    You can easily establish rapport with others;
    You are comfortable interacting with team members across the board and on a global scale




  • Passionate and opportunistic:
    You are ambitious, innovative, and continuously find ways to improve yourself as you influence and inspire team members to work towards excellent customer service.




Only shortlisted candidates will be contacted.

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Customer Support Lead

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