Customer Service Team Lead

About Us

Here at Wonders we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our platform. In-turn empowering them to focus on creating a better experience for their customers while helping their business thrive.

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed!

To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here! https://wondersco.com/about-us/

What We’re Looking For

We’re seeking a Customer Support Team Lead to join our growing team in Dumaguete City, Philippines. In this role, you’ll lead, develop, and inspire a team of frontline agents to deliver outstanding customer support experiences. You’ll be a hands-on leader who drives performance through coaching, process improvement, and cross-functional collaboration.

This is a dynamic opportunity to directly shape frontline operations, strengthen team culture, and play a pivotal role in improving the customer experience for our restaurant partners.

What You’ll Accomplish

• Lead and Develop the Team: Manage 16+ agents, driving consistent performance through coaching, structured feedback, and career development.
• Drive Operational Excellence: Oversee day-to-day operations, apply root cause analysis, and implement sustainable improvements to boost quality and productivity.
• Manage Performance and Accountability: Track KPIs, close performance gaps, recognize high performers, and support underperformers with structured coaching.
• Collaborate Cross-Functionally: Partner with Product, Training, QA, and Operations to share insights and support smooth rollouts of new processes and tools.
• Report and Share Insights: Consolidate data on performance, pain points, and customer trends into actionable recommendations for leadership.
  
  

Year 1 Expected Deliverables

• Performance & Coaching Stability: Achieve consistent KPI attainment (conversion, quality, adherence) for at least 3 quarters; establish standardized coaching frameworks; and ensure 80%+ improvement among coached team members.
• Agent Tenure & Retention: Reduce voluntary attrition by 10–15% YOY through stronger engagement, recognition, and career development initiatives.
• Leadership Impact: Build reliable reporting rhythms and be recognized by cross-functional partners as a trusted, consistent feedback channel.
  
  

Success Metrics

84% CCR

500 MR

92 AHT

<10% attrition<1 weekly red flag

About You

• Professional-level fluency in English
• Bachelor’s degree or equivalent college experience preferred
• At least 2 years of Team Lead experience managing 5+ direct reports (customer support preferred)
• Strong customer service orientation and a passion for coaching and problem-solving
• Ability to thrive under pressure and manage multiple priorities
  
  

Qualities That Will Make You Successful In This Role

• Calm and Collected: Stay composed under pressure and act as a steady presence for the team.
• Patient and Attentive: Listen with empathy and guide both customers and team members through challenges.
• Dependable and Consistent: Deliver steady performance and reliable support daily.
• Honest and Open: Communicate with integrity and transparency.
• Agile: Adapt quickly to change and excel in a fast-paced, evolving environment.If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply!
  
  

Why Join Us?

• Directly shape the frontline support team with a visible impact on customer and business outcomes.
• Influence tools, processes, and systems through cross-functional collaboration.
• Work in a dynamic environment where coaching and problem-solving drive real improvements—not just management for compliance.
• Join a culture that values curiosity, competence, and empathy, rewarding leaders who bring both people skills and analytical thinking.
• Build your career with opportunities to expand into larger team management or an Operations Manager role.
  
  

Diversity & Inclusion

Wonders is committed to building a diverse workforce that empowers small businesses to thrive. We welcome talent from all backgrounds—including race, gender identity, sexual orientation, age, nationality, religion, veteran status, and disability.

If you don’t meet 100% of the requirements, don’t let that stop you—great candidates rarely do! We encourage you to apply.

Wonders is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.