The Team Leader will oversee and develop a team of Customer Experience Specialists to ensure high productivity, SLA adherence, and exceptional service quality. They are responsible for coaching team members, monitoring operational performance, and driving customer satisfaction through data-driven improvements.
📍 Remote – Open to candidates in the Philippines ⏱️ Part-Time | Permanent (25 hours per week) 💻 Use Your Own Device
đź“… About the Role
As a Customer Experience Team Lead at Newstel, supporting Humantra, you will lead and develop a team of Customer Experience Specialists to deliver an exceptional support experience that reflects Humantra's brand values and customer-first approach. You will be responsible for driving team performance, maintaining high quality standards, coaching and developing your team, and ensuring operational excellence across all customer interactions. Working closely with both Newstel and Humantra stakeholders, you will play a key role in developing a high-performing, collaborative team that consistently delivers outstanding service and contributes to Humantra's continued growth.
You’ll be
Leading and supporting a team of Customer Experience Specialists to deliver exceptional customer service. (Maximum team ratio is 1 Full time Team lead to 12 team members.)
Overseeing the inbox to ensure high productivity, SLA adherence, and efficient workload management.
Ensuring the team are working in the correct inbox views and prioritising work effectively.
Monitoring daily operational plans and ensuring ad-hoc tasks are completed as required.
Providing real-time support through internal communication channels, escalating issues where appropriate.
Driving customer satisfaction by meeting and exceeding CSAT, response time, ticket handling and resolution targets.
Coaching your team on customer retention techniques, subscription management and delivering value-driven conversations.
Conducting regular 1-2-1s, performance reviews and coaching sessions to develop team capability.
Completing quality assurance reviews, providing actionable feedback and participating in calibration sessions to maintain consistency.
Producing weekly performance reports and using data to identify opportunities for improvement.
Monitoring customer trends, recurring issues and operational risks, escalating findings and recommending process improvements.
Acting as the first point of contact for day-to-day operational issues and helping the team overcome blockers.
Supporting onboarding and training of new team members where required.
You are
Passionate about delivering exceptional customer experiences.
An excellent communicator, both written and verbal.
A confident coach who enjoys developing others.
Known for maintaining high quality standards and attention to detail.
Calm and organised in a fast-paced environment.
Analytical, proactive and solutions-focused.
Highly collaborative with a positive, can-do attitude.
Accountable, reliable and comfortable making decisions.
Adaptable and excited by working in a growing startup environment.
You need
Previous experience in customer support, customer success or a similar customer-facing role.
Experience leading, mentoring or coaching team members.
A proven track record of working in a high-volume customer support environment.
Strong understanding of customer satisfaction metrics and operational KPIs.
Experience with subscription-based products and customer retention strategies is desirable.
Excellent organisational and time management skills.
Flexibility to work weekends and public holidays as part of a rotating schedule.
Experience using customer support platforms (such as Gorgias, Zendesk, Shopify or similar) is advantageous.
🚀 Interested? Apply now to be part of our candidate pool! We look forward to connecting with you.
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
