Customer Support Lead

Location: Manila, Philippines Workstream is a mission-driven company building the all-in-one HR, payroll, and hiring platform for managing the hourly workforce. There are 2.7 billion hourly workers, making up 80% of the global workforce, but this market has been heavily underserved by technology and deserves better. Workstream has been purpose-built for the hourly workforce from day one so that these businesses and their employees can thrive. Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. We are a high growth series B company and quickly expanding our product portfolio to deliver on our vision. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue. Values Here are our Company Values and we’d love to have individuals who can be a culture add to our team! What We Offer Permanently Remote Pay wired directly to your bank account $50 Monthly Stipend Annual Bonus Performance-based bonuses Flexible PTO Enjoy company time off during some of the major US and PH Holidays Company-issued Device Career fast track for performers and internal mobility Learn from a team of Stanford, MIT, Google, and Harvard alumni Grow With Us Workstream is looking for an exceptional team member to join our Customer Support team as a Customer Support Team Lead. The Customer Support Team Lead will lead a team of 8-13 Customer Support Specialists who support our customers through phone, chat, and email. The role is responsible for employee development, focusing on competency and skill building, and incorporating a business continuity plan that supports seamless knowledge transfer and drives high levels of employee performance and engagement. This includes coaching and providing actionable feedback to team members to promote career development and exceed support standards, measures, and goals. The lead is expected to escalate trends and urgent issues, with strong proposals to fix. Day in the Life Responsible for team performance and retention. Own building and optimizing processes for driving internal efficiencies, issue resolution, customer satisfaction, and SLA success. Ensure the success of each Customer Support Specialist and the overall Customer Support leadership team. Conduct weekly 1:1s with each team member to level them up within their role and discuss role-specific topics such as effective and efficient issue resolution, navigating difficult conversations with customers, tools navigation, troubleshooting, etc. Participate in functional Management discussions to enable consistent calibration on processes, best practices, and change management that may affect people managers or the broader Customer Support team. Who You Are At least 4 years of professional experience in the BPO, shared services, or similar industry, 2 years of which have been spent on a leadership capacity/level Strong preference for candidates with experience in: Managing voice accounts Managing non-voice accounts handling SMS, chat, and email interactions Handling both voice and non-voice accounts Previous experience in handling a team with sales and customer service focus metrics: CSAT Sales AHT Quality Highly organized with a problem-solving & data-driven mindset Exceptional written, verbal, and presentation skills Ability to become a product expert and advocate for the Workstream platform Ability to quantify, analyze, and share findings related to project impact A willingness to experiment rapidly, make mistakes, and learn Know More About Workstream https://www.workstream.us/blog/funding-series-b https://techcrunch.com/2021/08/26/workstreams-text-based-recruitment-tool-gets-a-48m-bet-from-bond-and-beyond/ https://techbuzz.news/buzzworthy-august-27-2021/ Additional Information Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We are committed to the full inclusion of all qualified individuals.