Customer Service Team Lead

Company Overview

2San is an accelerator of innovation in home healthcare solutions, dedicated to transforming visionary concepts into accessible products for consumers worldwide. With a strong commitment to quality, we specialize in guiding products from concept to consumer, through meticulous internal processes and a team of seasoned professionals.

Our journey begins with the discovery of groundbreaking products that have the potential to revolutionize home healthcare. We search far and wide for exceptional inventions and collaborate closely with inventors to navigate regulatory requirements. Through our guidance and expertise, we ensure that innovative products meet the necessary standards for safety, effectiveness, and compliance.

Once approved by the regulatory bodies, our products seamlessly integrate into our network of retailers, reaching millions of consumers globally. By forming strategic partnerships with retailers and distribution channels, we ensure widespread accessibility to our solutions.

At the core of our mission is a dedication to empowering individuals to manage their health effectively. We strive to make cutting-edge healthcare solutions accessible to all, fostering a healthier future for everyone.

Join us as we continue to drive innovation in home healthcare and make a meaningful impact on the world of healthcare. Welcome to 2San, where innovation knows no bounds.

Role Overview

The role typically oversees a team of sales support personnel who handle incoming calls or other communication channels. This involves a blend of management, coaching, and ensuring that the team meets key performance indicators (KPIs) while maintaining high customer satisfaction.

Key Accountabilities/Responsibilities

• Team Leadership: Lead, motivate, and support a team of customer service administrators to achieve performance goals.
• Performance Monitoring: Track and report team metrics, such as call volume, customer satisfaction, and response times.
• Quality Assurance: Monitor call quality, provide feedback, and ensure customer service standards are met.
  
• Scheduling and Workforce Management: Manage staff schedules, ensuring adequate coverage for peak call times.
• Escalation Management: Handle and resolve complex customer issues that team members cannot resolve.
• Training and Development: Provide ongoing training, coaching, and development opportunities to enhance team skills. Develop the team’s skills and expertise to achieve and enhance 2San’s goals and strategies.
  
• Process Improvement: Fully understand 2San’s needs and expectations from Customer Services Team. Suggest improvements and build out processes. Identify areas for process enhancement and implement changes to improve efficiency and customer experience.
• Employee Engagement: Foster a positive work environment, recognize achievements, and encourage team collaboration.
• Answer and triage inbound Phone calls, emails, and chat messages
• Coordinate and execute outbound phone campaigns.
• Manage key excel database files extracting data and generating reports

Key Skills & Experience

• A minimum of 3-4 years recent experience in a similar role, preferably within a start-up or scale up environment.
• Proven experience in leading or supervising a team, particularly in a customer service or support environment.              
• Strong background in customer support, including handling inbound calls, emails, or chat inquiries.               
• Experience in using customer service tools and software (CRM systems, helpdesk software)                 
• Experience in managing escalated issues and resolving customer or team conflicts efficiently.           
• Familiarity with monitoring and tracking team performance using KPIs such as customer satisfaction (CSAT), response time, and first-call resolution.               
• Experience in monitoring and maintaining high standards of service quality through call listening, customer feedback, and process audits.
  
• Experience in training, coaching, and mentoring team members to enhance their skills and performance.
• Experience in providing performance feedback, conducting appraisals, and implementing improvement plans.
• Ability to analyze situations and develop solutions that improve the customer experience and team dynamics.
• Excellent verbal and written communication skills, as the role involves frequent interaction with both customers and team members.
• Familiarity with addressing customer complaints, resolving issues, and delivering excellent service under pressure.
• Demonstrated ability to motivate, guide, and develop team members to achieve performance goals and improve customer satisfaction.

Special Aptitudes

• Attention to detail and swift, accurate editing abilities
• Ability to work unsupervised
• Ability to nurture collaborative relations
• Ability to work under pressure with a positive “can do” attitude
• Superb time management and attention to details skills
• Creative and innovative mindset
• Proactive and agile work ethic
  
• Organisation
• Ability to juggle multiple projects
• Ability to interact/communicate digitally (Teams) to understand instructions, advice and discuss ideas

Circumstances & Compensation

• Fluent in English (C2 or above)
• Must be eligible to work in US time zone
• Location: Remote, work from home 
• Compensation: 45,000 PHP per month
• Perks & Benefits: Work from home, Paid training and ongoing learning & development courses, Access to 2San’s EapAssist Employee Program, Centr Fitness App and Wellness Subscription, Birthday Cake, Monthly Game Prize, 13th Month Pay, Annual PHL get together event, Annual Job Review and Contract Renewal
• We believe in looking after the people who power our business. That’s why we give everyone who joins access to Perkbox. It’s part of our commitment to look after you beyond just the pay packet. A Perkbox account gives you 24/7 access to perks, benefits, discounts, wellbeing tools and loads more!
  

Technology Setup

In addition to the above, you must also have the appropriate technology system & software in place as below:

• Internet not lower than 50 MBPS
• Less than 3 year old Laptop or PC with at least Intel Core i3 processor and 4GB RAM (or equivalent)
• Noise cancellation headset & a webcam
  

Compensation45,000 PHP per month