Tech Stack
Customer Support
Job Description, Responsibilities & Requirements
About the Position
Jr. Team Leader at LTVplus
Help Customers from Anywhere in the World
Is This YOU? Then We Want to Meet You!
At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.
Responsibilities
- Daily Operations: Team coaches are hands-on leaders. They make sure correct procedures are followed and routinely provide directions on what to do and how to improve.
- Training and Subject Matter Experts (Quality Assurance): Team coaches should be knowledgeable of all the LOBs they support. Always ready to take over in case an issue in staffing occurs or an escalation arises. They are also expected to conduct quality audits and facilitate training.
- Motivation: Responding to customer concerns can be challenging or monotonous at times. Team coaches should be able to encourage agents to take their roles seriously and work hard to build a loyal customer base. They set goals for them to achieve as a way to spur performance and to measure effectiveness.
- Evaluation: Team coaches are expected to have a firm grasp of what their campaign/account wants and needs. They are also expected to set team members up to speed on duties and expectations, as well as product updates.
- Performance Management: Team coaches monitor how both their team and its individual agents are performing. They think of ways to increase productivity and customer satisfaction. Their observations may be documented in written reports.
Requirements
- At least 2 Years of Experience as Team Leader
- Time management
- Performance management
- Coaching
- Customer service support
- Technical support background.
Tech Checklist – Gotta Have It!
- A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
- Experience working with CS platforms and CRM tools (e.g., Gorgias, GHL, HubSpot)
- A quiet, cozy workspace to handle calls and chats like a pro.
We Offer
- Join a global remote team
- Work with various clients to enhance customer experiences
- Opportunity to manage and coach a remote team
About the Company
At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do.
Work type: Full-time
Department: Team Leaders
Division: APAC
Location: Philippines/Metro Manila/Makati