Team Leader (Customer Service)

TL;DR

Team Leader (Customer Service): Leading and empowering a customer service team to deliver outstanding experiences through proactive operations management, coaching, and continuous improvement with an accent on performance data and team development. Focus on driving operational excellence, effective communication, and fostering a supportive team environment.

Location: Hybrid in Cebu City, Philippines

Company

hirify.global is a leading web hosting and domain registration company dedicated to empowering individuals and businesses online since 2002.

What you will do

• Maintain oversight of all customer service channels and dynamically manage resources to meet service levels.
• Coach and mentor team members to maximize their potential through regular feedback and support.
• Communicate proactively about operational issues and escalate concerns with clear action plans.
• Analyze performance data to identify trends and drive continuous improvement.
• Support scheduling, leave approval, and productivity planning in collaboration with management.
• Lead change initiatives and represent the team in cross-departmental meetings.

Requirements

• Location: Hybrid work based in Cebu City, Philippines
• Strong ownership and accountability with excellent communication skills.
• Ability to interpret and act on performance metrics and KPIs.
• Coaching mindset with passion for people development and quality.
• Proactive problem-solving and adaptability in a fast-paced environment.
• Strong interpersonal skills to motivate and influence the team.

Culture & Benefits

• Support for personal and professional growth.
• Inclusive and diverse workplace valuing mutual respect and collaboration.
• Dynamic team environment focused on motivation and continuous improvement.