Customer Service Team Lead

About the role

The Team Lead will be responsible for leading and developing a team of Customer Support Associates, ensuring operational performance, service quality, and an exceptional customer experience across multiple support channels.

Key responsibilities

• Lead, coach, and motivate a team of Customer Support Associates to achieve individual and team performance targets
• Conduct regular coaching, feedback, performance reviews, and development sessions
• Monitor team attendance, productivity, schedule adherence, and overall performance
• Identify training and development needs and work with relevant teams to address skill gaps
• Foster a positive, collaborative, and customer-centric team culture
• Ensure customers receive professional, timely, accurate, and personalized support across all channels
• Monitor customer interactions to ensure compliance with service and quality standards
• Handle complex customer concerns, complaints, and escalations that require Team Lead intervention
• Monitor key performance indicators (KPIs) such as CSAT, response time, resolution time, productivity, quality, and service level
• Work closely with Retail, E-commerce, Logistics, Operations, and other internal teams to resolve customer issues

About you

• 3–5 years of experience in customer service/contact center/BPO operations in a Team Leader, Supervisor, or people-management role
• Strong English communication skills, both verbal and written
• Strong coaching, mentoring, and people-management skills
• Ability to conduct coaching sessions, performance reviews, and team huddlers
• Strong problem-solving and escalation-management skills
• Comfortable working with CRM, ticketing, workforce management, and reporting tools
• Ability to work in a fast-paced, target-driven environment
• Willing to work full onsite in Bangkok
• Willing to work during nightshift schedule, weekends and holidays if required
• Strong client management and stakeholder communication skills

Benefits

• Paid Time Off (PTO) – 10 days of PTO, available for use after 90 days of employment
• Medical & Dental Benefits – Comprehensive healthcare benefits to support your health and well-being
• Annual Performance-Based Merit Increase – Eligibility for an annual merit increase after 12 months of tenure
• Grow With Us – Build your skills, make an impact, and grow your career in a dynamic and supportive environment