Support Shift Lead

Location: Fully Remote Philippines - Shifting Schedule

Are you a seasoned support professional with a passion for leadership and operational excellence? We are looking for a Support Shift Lead to guide our frontline agents, optimize our daily operations, and help shape the future of our customer experience.

In this role, you won’t just manage a queue, you will mentor a team, bridge the gap between departments, and act as a strategic partner in our growth.

Key Focus Areas

Team Leadership
▫️ Coach and mentor agents to hit performance and development goals
▫️ Conduct regular reviews and provide actionable feedback to staff
▫️ Foster a positive, high-energy, and accountable team culture

Operational Oversight
▫️ Monitor real-time metrics like response times, QA scores, and CSAT
▫️ Manage shift schedules and staffing levels to ensure full coverage
▫️ Resolve high-level customer ...