Customer Support Team Leader

Community Brands is a software company that helps organizations achieve social good. Through our technology, we assist more than 100,000 associations, nonprofits, K-12 schools, faith-based organizations, and partners grow stronger and achieve their missions.

As part of our continuous growth, we are seeking for a Customer Support Team Leader to join our power team!

• GENERAL FUNCTION

Supervises a staff of customer support representatives that provide support to customers and/or end users. Manages the daily workload to ensure required service volume and quality levels are attained. Assists with critical customer escalations. Trains and coaches staff in standard policies, procedures, and best practices.

• DUTIES & RESPONSIBILITIES:

Manages a team of support specialists, monitors and reviews responses and resolutions with customers

• Provides coaching and feedback in regular one on ones with employees

Evaluate team activities against KPI's

• Accountable for all aspects of the client relationship; training services team on technology, communication, review and comprehend reporting metrics around clients to identify areas for improvement

Manages critical customer issues and expectations.

• Guides team to accomplish goals that are set

Estimates headcount and assigns work to meet these needs

• Participates in performance management and evaluations of team members

Participates in hiring of team members

• MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Experience:

Bachelor's Degree or equivalent experience

• 3-5 years of experience working in a customer support and/or call-center environment

1-3 years of management experience

• Experience working in technology is preferred

• At Community Brands, a great company awaits you

Market-Competitive Compensation

• Generous Allowances and Benefits

Quarterly Performance Bonus

• Annual Increase

Hybrid Setup with Equipment Provided

• Leave Credits Upon Employment

Annual Leave Credit Conversion

• 2 FREE Dependents HMO Coverage (UPON EMPLOYMENT)

Medical Insurance

• Comprehensive Life Insurance

Dental Coverage

• Work-life Balance Guaranteed

Casual Environment

• Purpose Driven Culture

Passionate about Community Involvement

• Equal Opportunity Employer

Job Type: Full-time

Benefits:

• Additional leave

Company events

• Health insurance

Life insurance

• Paid training

Pay raise
Schedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary

Overtime pay

• Quarterly bonus

Experience:

• Team Leader: 3 years (Preferred)

Location:

* Cebu City, Cebu (Preferred)