Customer Service Specialist

Job Description:

Our client is seeking an experienced Customer Service Team Lead to manage and develop their remote customer service team based in the Philippines.

Responsibilities of the role:

• Lead and support a team of offshore customer service representatives.

• Train new hires and continuously coach existing agents.

• Monitor call quality and provide feedback.

• Handle customer escalations and technical support guidance.

• Ensure KPIs, quality standards, and customer satisfaction goals are achieved.

• Create and improve training documentation and SOPs.

• Work closely with U.S. management to improve processes and agent performance.

Required Experience and Qualifications:

• Background in Customer Service, Technical Support, or Customer Care Leadership.

• Experience coaching, training, and mentoring remote agents.

• Excellent English communication skills.

• Strong problem-solving and escalation management experience.

Preferred Skills:

• Experience with AT&T, T-Mobile, Verizon, or a wireless MVNO.

Personality:

• A hands-on leader who enjoys developing people and building a high-performing support team.

Software & Tools:

• Familiarity with customer service software and tools used in the telecommunications industry.

Schedule:

Full-time remote opportunity.