Team Lead (Customer Service)

Location: Cebu City, Philippines

Company

hirify.global is a European provider of cloud infrastructure, cloud services, hosting services, and digitalization solutions for small and medium-sized businesses and enterprises.

What you will do

• Manage a customer service team, maintain customer orientation, and achieve attendance, productivity, performance, and customer satisfaction targets.
• Provide employees with guidance, accurate information, assistance, and reference materials for efficient job performance.
• Act as the primary contact for work-related employee needs and help resolve account support, performance, team relationship, and interdepartmental concerns.
• Prepare team performance reports, address performance issues through corrective disciplinary actions, and complete operational and administrative tasks on time.
• Create and implement individual and team action plans, conduct coaching and mentoring, and support employee and team development.
• Coordinate with internal teams, participate in organizational meetings, lead retention activities, support customer satisfaction improvements, and interview potential or replacement agents.

Requirements

• 3–5 years of team lead experience.
• Education or training in Computer Science, IT, or equivalent experience.
• Excellent verbal and written English communication skills.

Culture & Benefits

• Open structures, friendly working culture, flat hierarchies, and a strong team spirit.
• Competitive salary with bonuses and unlimited commission.
• Generous paid time off and work-life balance.
• Healthcare and life insurance coverage from day one.
• Company and statutory benefits, monthly and quarterly engagement activities, and training and development opportunities.