Customer Service Team Lead

Customer Service Team Lead — Higher Support Agency
Reports to: Customer Service Manager
Team size: 7 frontline CSR agents
Location: Remote
Schedule: 40–50 hours per week (9AM-5PM PST which is 12AM - 8AM PHT next day)
Compensation: 300php per hour

About the role
Higher Support Agency runs customer service for multiple ecommerce brands across a range of consumer categories. Our frontline team handles live chat through Intercom on tight SLAs (40-second first response, 2-minute subsequent), plus email tickets and order issues across our clients' online stores.
We need a Team Lead who's the day-to-day backbone of the team — the person agents go to when they're stuck, the one who spots performance trends before they become problems, and the one who keeps quality high while volume runs. This is not a watch-the-dashboard role. You'll be in the queue, in the tools, and in real conversations with agents every day.

What you'll do

- Coach the team. Run our daily AI-assisted QA reviews and turn the findings into specific, kind, behavior-changing feedback. Lead weekly 1:1s. You'll be measured on whether your coaching actually changes how agents handle tickets over time.

- Answer agent questions in real time. Agents will ping you constantly: "Can I refund this?" "Where's the article on returns?" "How do I handle this customer?" You need to know our products, policies, and tools cold so the answer comes back fast.

- Report on team performance. Daily summary to the CS Manager — coaching delivered, trends spotted, items needing management attention. Weekly rollups on CSAT, SLA compliance, and rubric performance.

- Inventory support. Help agents navigate inventory questions — out-of-stock situations, shipping and fulfillment delays. Add new inventory items to the system as they come in. Assist the warehouse team with inquiries. Coordinate with operations when something needs escalating.

- Operational support. Know the macro library inside and out, and add new macros when patterns come up that aren't yet templated. Flag help center gaps. Improve workflows when the team is slowed down by process. Onboard new agents.

- Whatever the team needs. This role isn't limited to the bullets above. Higher Support Agency moves fast, and the Team Lead is expected to pick up new responsibilities as they come up, think on their feet when situations are ambiguous, and act without waiting for step-by-step instructions.

What we're looking for

- 2+ years leading a customer service team, OR 4+ years as a senior support agent ready to step up
- Demonstrated ability to coach agents and produce measurable behavior change — not just deliver feedback
- Strong working knowledge of CS platforms — Intercom and Zendesk preferred
- Ecommerce operations experience — WooCommerce, Shopify, or equivalent
- Comfortable reading and interpreting performance reports — CSAT trends, SLA metrics, QA rubric data, and using those reports to drive coaching decisions
- Quick thinker — calm under pressure, decisive in ambiguity, can handle a queue spike, an escalated customer, and an underperforming agent in the same hour without losing the long view
- Reliable home internet, quiet workspace, and ability to work the hours assigned

Don't tick every box? Apply anyway. We provide training to qualified candidates and care more about attitude, judgment, and aptitude than a perfect resume.

Nice to have

Background in chat-based CS (vs. ticket-only or email-only)
Experience writing or maintaining macros and help center articles
Familiarity with QA rubrics and structured coaching frameworks

What you get

?300 per hour, 40hours per week
Fully remote
9AM-5PM PST which is 12AM - 8AM PHT next day
Training provided to set you up for success
Direct line to the CS Manager, flat reporting structure
A daily QA system already built — you start with structure, not from scratch

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