Team Lead, Customer Support

Dynata


Date: 1 day ago
City: Lapu-Lapu City
Contract type: Full time

Team Lead – Customer Support

We are looking for a dynamic and experienced Team Lead – Customer Support to guide and mentor our Customer Care Support team. This leadership role is responsible for ensuring the delivery of exceptional support experiences to our business clients, driving operational excellence, and fostering a culture of continuous improvement and customer-centricity.

Key Responsibilities:

  • Lead, coach, and develop a team of Customer Support Specialists to meet and exceed performance goals.
  • Monitor team performance metrics and provide regular feedback, training, and support to ensure high-quality service delivery.
  • Act as an escalation point for complex or sensitive customer issues, ensuring timely and effective resolution.
  • Collaborate cross-functionally with Product, Technical Support, Enablement, and Sales teams to streamline support processes and improve customer outcomes.
  • Oversee ticket management workflows to ensure SLAs are met and customer satisfaction remains high.
  • Analyze support trends and customer feedback to identify areas for improvement in product usability and support processes.
  • Contribute to the creation and refinement of support documentation, knowledge base articles, and training materials.
  • Participate in hiring, onboarding, and performance reviews for support team members.
  • Champion a customer-first mindset and promote a positive, collaborative team culture.

Qualifications:

  • 3–5 years of experience in customer support or technical support, with at least 1–2 years in a leadership or mentoring role.
  • Proven ability to manage and motivate teams in a fast-paced B2B environment.
  • Strong understanding of enterprise software or technical platforms.
  • Excellent communication, conflict resolution, and interpersonal skills.
  • Experience with CRM and ticketing systems (e.g., Jira, Salesforce).
  • Analytical mindset with the ability to interpret data and drive decisions.
  • Strong organizational and time management skills.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Assistant Manager, Distribution Compliance (Cebu)

Manulife, Lapu-Lapu City
2 weeks ago
We’re looking for an Assistant Manager, Distribution Compliance to join our Integrated Compliance Services (ICS). In this role, you will be responsible in overseeing segment’s day to day operations by setting prioritization of the team's task, provide direction to the team in meeting the level of service. Having strong leadership skills and support manager and tower lead in executing strategic...

Customer Program Spec II

Ultra Clean Technology, Lapu-Lapu City
2 weeks ago
Join UCT and be part of the fastest-growing sector in the world! We indirectly touch every semiconductor chip that goes into every smartphone, smart car and device that uses artificial intelligence. This is a critical time for the semiconductor industry and for UCT - as technology evolves, we evolve with it. UCT is a diverse workplace where every talented employee...

Executive Assistant

TalentPop App, Lapu-Lapu City
3 weeks ago
Elevate leadership. Drive results. Be the backbone of our success.At TalentPop, we’re changing the game for e-commerce brands by connecting them with world-class talent. As we grow, we’re looking for a pivotal Executive Assistant to serve as the strategic right hand for our leaders. This is more than an administrative role—it's a chance to directly impact how our executives and...