Oversee CS operations to ensure timely, accurate, and high-quality member support
Manage and develop CS representatives through effective feedback loops, coaching sessions, and workshops to achieve performance, quality, and productivity targets
Resolve escalated member concerns and coordinate with internal teams on high priority issues
Implement and maintain CS processes, scripts, and knowledge base content for consistency and compliance
Analyze service data, track CSAT and key CS metrics, and identify trends, recurring issues and proactive engagement opportunities
Support and coordinate closely with other functions to deliver an extraordinary user experience

Bachelor’s Degree preferably in a Business Administration, Psychology, communications, or medical related course
With prior experience in managing 24/7 support operations in a tech startup, BPO, or fast-growing company
Excellent operational and analytical skills; fluent in metrics, dashboards, and process design
Proficient in support and CRM softwares (e.g. Zendesk, Crisp)
Highly proficient in English and Filipino, written and verbal
Proactive, collaborative, customer-obsessed, and strong problem-solving skills.

Customer Success Team Lead

Key skills