Customer Care Team Leader | Philippines

Description:

About the Role
We are looking for a Customer Care Team Leader who is detail-oriented, adaptable, and passionate about delivering exceptional service. In this role, you will lead a team of customer care advocates providing end-to-end pre-sales and after-sales support across multiple channels, ensuring high-quality service and operational excellence.

What You’ll Do

• Lead, coach, and motivate a team to meet and exceed performance targets.
• Oversee customer interactions via phone, email, live chat, and back-office channels.
• Resolve escalated issues related to orders, promotions, product quality, shipping, and refunds.
• Monitor KPIs such as CSAT, QA scores, and adherence to processes.
• Collaborate with internal teams to identify and implement process improvements.
• Ensure accurate documentation and timely reporting of team performance.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

Requirements:

What We’re Looking For

• 2+ years of experience as a Team Leader or Supervisor in a call center or customer service environment.
• Strong communication skills, both written and verbal.
• Exceptional attention to detail and accuracy in documentation and reporting.
• Proficiency in digital tools and platforms; familiarity with CRMs (e.g., Salesforce) preferred.
• Excellent organizational and time management skills.
• Ability to adapt quickly to new systems, tools, and evolving processes.
• Experience in retail, e-commerce, or BPO environments is an advantage.

Hours of Operation

• North America & Canada: Monday–Friday, 6:00 a.m. – 6:00 p.m. PST; Saturday, 8:00 a.m. – 5:00 p.m. PST