Customer Support Team Lead

Cebu - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Who are we

MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk save up to 70% on back-office costs and create safer work environments through our digital workforce solutions. As we rapidly expand with offices worldwide we are seeking the next generation of innovative MyPassers to join us in shaping the future of our industry.

Your Day to Day:

Oversee daily operations ensuring timely issue resolution and high service standards across all channels.
Conduct reviews coach mentor and develop team members to maximize performance.
Track and measure individual and team KPIs to meet organizational targets including activity productivity and workload distribution.
Understand key customer expectations tailor service for specific clients and collaborate with Key and Strategic Accounts to enhance success and engagement.
Analyze KPIs prepare and present reports on team performance customer feedback and support trends.
Professionally and efficiently handle escalated inquiries and complaints.
Conduct regular team meetings to discuss metrics updates and strategies.
Manage schedules for sufficient coverage oversee attendance and reliability approve timesheets and report capacity trends.
Identify implement and manage performance improvement plans for underperforming team members.
Foster a positive results-oriented collaborative environment drive a high-performance culture and optimize customer support processes.
Develop and refine support processes maintain internal documentation and knowledge bases and collaborate with product and stakeholders to relay feedback and drive improvements.
Partner with QA to identify and address recurring improvement areas through training.
Maintain deep MyPass platform knowledge stay updated on SaaS customer support trends and provide technical guidance.
Engage with the Implementation team to document key customer requirements and establish appropriate support processes for custom needs.

Our Ideal MyPasser:

Must have a minimum of three (3) years of experience in a leadership role of a SaaS support team.
A bachelors degree in Information Technology Business Communications or a related field is an advantage.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Proficiency in using customer support software and CRM systems.
Strong problem-solving and analytical skills.
Ability to handle technical issues and provide clear concise solutions.
Experience in developing and implementing support processes and documentation.
Ability to work in a fast-paced environment and manage multiple priorities effectively.

Life at MyPass:

* Accessible and friendly office in Cebu IT Park

* Celebrate You - Anniversary gifts as early as your first work anniversary!

* Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out and a company-sponsored Healthcare Insurance worth PHP 110000.00.

* Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs!

* Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities

* Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards

* Be Comfortable - Casual Friday every day!

* We Love to Have Fun - Team outings weekly lunches team events the list goes on

* Generous Employee Referral Program - Rewards for referring top talent

Feel valuable

Were big on culture. So much so that the team weve carefully curated are not only high-performers theyre also excellent humans. We foster an environment that is open respectful and collaborative where the status quo is challenged and both success and failure are celebrated.

MyPass champions diversity at all levels of the company and we live by our core values that set us apart. We cultivate an inclusive culture and do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status. We are dedicated to creating a workplace where everyone feels valued respected and empowered to bring their authentic selves to work. Our mantra is to make things happen every single day.

Our company values:

Bring out the best- We connect and empower people to build a safer future. We strive to create a positive and enduring impact no matter how small.

Challenge the norm- We pursue innovation by practising curiosity and always asking why. We challenge assumptions by seeking opportunities for growth and improvement.

Treat people well- We treat our customers employees and partners as equals. We foster meaningful relationships through trust compassion and respect.

Walk the walk- We are accountable for our goals actions and collective vision. We work with integrity and are true to our word.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Who are weMyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk save up to 70% on back-office costs and create safer work environments through our digital workforce solutions. As we rapidly expa...