Customer Service Team Lead
6 days ago
We are looking for a dedicated and experienced **Customer Service Team Lead** to oversee and support our growing customer service team. This role is currently responsible for leading a team of 14 customer service agents and a shift lead, ensuring high-quality support, team performance, and smooth daily operations.
**Requirements**:
- Proven experience as a team lead or supervisor in a customer service or support environment
- Strong leadership, mentoring, and people management skills
- Excellent written and verbal communication skills in English
- Experience in quality assurance and performance monitoring in a support setting
- Strong analytical skills and experience in generating team performance reports
- Comfortable using chat platforms, and support tools (e.g., Zendesk, Intercom)
- Ability to work well under pressure and manage multiple priorities
- Detail-oriented and with a improvement mindset
- Experience with onboarding and training new hires is a strong advantage
**Responsibilities**
- Lead and support a team of 14 customer service agents and 1 shift lead
- Monitor live chat and ticket interactions to ensure quality, accuracy, and professionalism
- Conduct regular 1:1s, training sessions, and coaching to drive performance and development
- Manage the onboarding and training of new team members
- Prepare and deliver weekly/monthly performance reports
- Collaborate closely with internal stakeholders
- Monitor KPIs such as chat quality, response time, and resolution rates
- Identify areas for process improvement and contribute to service optimization strategies
**Your perks**:
- Hybrid work model
- 25 paid vacation days
- Internal leave policy that allows you to customize your own leaves
- Social security + lunch allowance
- Yearly performance bonus
- Generous parental leave
- A vibrant office located in the heart of Chiang Mai & Bangkok
- Monthly engaging team events and activities
Pay: ฿30,000.00 - ฿40,000.00 per month
Work Location: In person
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