Customer Service Team Lead

JOB RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

Customer Advocacy & Relationship Management
*Respond to every customer comment, message, and inquiry within 4 hours (target: 2 hours)
*Conduct 10-15 proactive customer check-ins weekly beyond reactive support
*Identify and execute 5+ "surprise and delight" ---------- nts weekly for strategic accounts
*Document customer wins, testimonials, and success stories in real-time
*Transform complaints into loyalty-building opportunities with over-delivery
*Create and maintain personalized touchpoint calendar for each customer segment
*Systematically convert advocacy-ready customers into referral sources
*Capture and organize customer feedback to inform product and service improvements

Analytics, KPIs & Optimization
*Monitor, track, and report on customer success KPIs:
**Response time and resolution rate
**Customer satisfaction scores (CSAT/NPS)
**Customer retention and churn rates
**Referral generation and conversion rates
**Testimonial and case study capture rate
**Support ticket volume and trending issues
**Customer engagement frequency and depth
**Customer journey progression (satisfied ? advocate conversion)
*Analyze customer interaction data weekly and monthly to identify patterns, wins, and improvement opportunities
*Test and refine customer communication approaches based on response data
*Make clear, data-driven recommendations to optimize customer experience and increase advocacy
*Share regular performance updates with leadership team, including actionable next steps
*Identify early warning signs of customer dissatisfaction and intervene proactively
*Track ROI of customer advocacy program (referrals, testimonials, word-of-mouth impact)

Community & Engagement
*Respond promptly and empathetically to all comments, DMs, and community interactions
*Foster strong relationships that turn casual customers into community members
*Identify and surface customer questions, pain points, and feature requests to inform strategy
*Create opportunities for customer-to-customer connection and peer support
*Amplify customer wins and success stories across community channels
*Moderate and nurture community spaces with warmth and strategic intent
*Recognize and celebrate customer milestones and achievements
*Turn engagement ---------- nts into deepened loyalty and advocacy opportunities

Content & Communication
*Draft and send personalized customer communication (welcome sequences, check-ins, milestone celebrations)
*Create and maintain customer-facing resources (FAQs, guides, best practices)
*Develop case studies and success stories from customer wins
*Collaborate with marketing to ensure customer voice informs content strategy
*Write and distribute customer newsletters with value-driven content
*Craft social proof content (testimonials, reviews) for marketing use
*Ensure all customer communications reflect brand voice and exceed expectations

Systems & Operations
*Maintain accurate customer records and interaction history in CRM
*Use Airtable to track customer journey stages, touchpoints, and advocacy opportunities
*Manage customer success workflows in Basecamp (tasks, deadlines, follow-ups)
*Utilize ---------- to monitor customer engagement and platform usage
*Deploy ManyChat for customer service automation while maintaining personal touch
*Update and optimize customer communication templates and workflows
*Create and maintain SOPs for repeatable customer success processes
*Build scalable systems that maintain high-touch feel as customer base grows

Workflow & Collaboration
*Collaborate with leadership to align customer success strategy with business goals
*Attend daily standups and weekly team reviews with performance updates
*Communicate proactively about customer trends, risks, and opportunities
*Take ownership of customer success metrics and continuous improvement
*Coordinate with sales team on referral handoffs and advocacy opportunities
*Partner with product/service delivery teams to resolve customer issues
*Share customer insights that inform business development and innovation

EXPERIENCE AND SKILLS REQUIRED:

Professional Experience:
*3-5 years in Client Success, Customer Success, or Community Management roles with demonstrated results
*At least 1 year of Leadership experience, managing and training tea ---------- mbers.
*Proven track record of turning customers into advocates - measurable referrals, testimonials, and word-of-mouth growth
*Solid experience building and managing customer relationships with exponential engagement growth
*Experience with customer service automation tools (ManyChat, chatbots, CRM systems) while maintaining personalized service
*Demonstrated ability to manage high-volume customer interactions without sacrificing quality or response time
*Background in data-driven decision making - tracking KPIs, analyzing trends, and making strategic recommendations

Core Competencies:
*Exceptional relationship builder - naturally warm, empathetic, and skilled at making customers feel heard and valued
*Proactive problem-solver - anticipates needs before they're voiced and prevents issues before they become complaints
*Systems thinker - builds scalable processes while maintaining high-touch, personalized customer experience
*Data literacy - ability to analyze performance data (CSAT, NPS, retention rates, engagement metrics) and make clear, actionable recommendations
*Ownership mindset - takes full responsibility for outcomes, doesn't wait to be told what needs doing
*Highly organized - manages multiple priorities, deadlines, and customer touchpoints without dropping balls
*Tech-savvy - quick to learn new tools and platforms; comfortable with AI tools to enhance productivity
*Coachable and Open to Feedback
*Integrity - Say what you mean, mean what you say

Communication Excellence:
*Excellent English communication skills, both written and verbal (essential for customer-facing role)
*Exceptional writing ability - crafts clear, warm, and persuasive messages that build trust and loyalty
*Active listening skills - reads between the lines to understand unstated needs and concerns
*Professional video presence - comfortable conducting customer check-ins and relationship calls via Zoom

Technical Proficiency:
*Project management tools: Basecamp, Airtable, or similar platforms
*Community/membership platforms: ---------- or similar customer management systems
*Automation tools: ManyChat, email automation, chatbot platforms
*Design tools: Canva Pro for creating customer-facing visuals
*Analytics tools: Google Sheets/Excel for data tracking and reporting
*Google Suite: Docs, Sheets, Slides for documentation and collaboration
*AI tools: Experience using AI to enhance efficiency, drafting, and customer insights

Personality & Work Style:
*People person - genuinely energized by human interaction and helping others succeed
*Ambitious & growth-oriented - sees this role as a stepping stone to leadership
*Detail-oriented - nothing falls through the cracks; follows through on every commitment
*Resilient & positive - maintains composure and optimism when dealing with frustrated customers
*Self-motivated doer - doesn't need micromanagement; takes initiative and runs with it
*Customer-obsessed - finds genuine joy in exceeding expectations and creating "wow" ---------- nts

Preferred Background:
*Prior experience in business coaching, personal development, marketing, or related industries is a significant advantage
*Experience with customer advocacy programs, referral systems, or community-building initiatives
*Background in high-performing teams with clear metrics and accountability
*Experience working remotely with distributed teams across time zones

Tools Proficiency Preference:
*Canva Pro - Customer-facing visuals and celebration graphics
*Basecamp - Task management, projects, team collaboration
*Airtable - Customer data tracking, touchpoints, success metrics
* ---------- - Platform engagement and customer activity monitoring
*ManyChat - Customer service automation with personalized touch
*Linktr.ee - Customer resource links management
*Google Suite - Documentation, reporting, collaboration (Docs, Sheets, Slides)
*Zoom - Customer check-ins, tea ---------- etings, relationship building
*Survey/Feedback Tools - CSAT/NPS measurement

TECH REQUIREMENTS:
*Computer - at least i5 or equivalent with 8gb RAM
*Dual Monitor is required
*Internet Speed - At least 100 MBPS Download speed
*HD Camera and Headset with Noise Cancellation

Bonus (after 90 days):
*Paid Time-off (20 days per year)
*Internet speed upgrade reimbursement
*Generator Bonus

Job Type: Full-time
*Schedule: 9:00 AM - 5:00 PM EST or 8:00 AM - 4:00 PM EST
*Salary Range: PHP 40,000- PHP 70,000 monthly, Depending on experience

Application Instruction:
Fill out this form: ---------- /appqNAvkEQ10YFlc3/pagYFYpsfmPqeSH1e/form
After submitting the form, click the apply button and send us a short message on why you would be a good fit for the role.