Team Leader - Customer Service

Role Summary:
As the Customer Service Team Leader, you’ll oversee a team of remote customer service representatives based in the Philippines serving guests of our car rental business. You’ll ensure quality customer support is delivered across all channels (phone, email, chat), focusing on efficiency, customer satisfaction, and process improvements.

Key Responsibilities:
- Supervise the daily operations of the customer service team
- Liaise with the Alaska-based HQ to escalate issues and provide customer insights
- Monitor performance metrics and ensure current KPI’s are met
- Conduct regular QA checks (calls and chats) and implement improvements
- Provide regular coaching sessions
- Prepare and submit weekly performance reports to the management team
- Manage team schedule, ensure 24/7 coverage, and coverage during peak hours
- Help the team manager improve/create new KPIs (as needed) and improve SOPs and workflows
- Assist with onboarding and training new tea ---------- mbers
- Fill in gaps as needed or temporarily cover the shift of an unavailable tea ---------- mber

Requirements:
- Minimum 3 years of customer service experience
- At least 1 year in a team lead or supervisory role
- Excellent written and spoken English communication
- Strong familiarity with call and project management tools
- Reliable internet connection and quiet workspace
- Flexibility to work Alaska time zone hours
- Experience in the car rental, travel, or transportation industries is a plus

How to apply
1. If you have the experience and meet the requirements, send an email/message with your cover letter and CV attached.
2. Put in the subject line only the word “CAR”.