Lead, Customer Support

Sinch

. Provide encouragement and support to team members, communicate team goals and identify areas for additional training or skill development .

Posted 9/23/2026full-timeRemote • PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing customer service teams, focusing on performance metrics, training, and development. Excels in fostering a positive team environment while ensuring high standards of customer engagement and support.

Highest-signal resume keywords

Customer Support Team ManagementCSAT and Customer Service MetricsTraining and CoachingGuiding, Monitoring and Leading TeamsExcellent Communication and Presentation Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Performance MetricsCustomer ServiceCustomer SupportCRM SystemsProblem SolvingMultitasking and PrioritisationOrganisational SkillsProduct KnowledgeConflict ResolutionQuality Focus

Soft Skills

Strong Interpersonal SkillsTime ManagementAdaptabilityPatience and Positive AttitudeAbility to Work Under Pressure

Industry Keywords

Customer EngagementTeam GoalsKPI MonitoringTeam PerformanceCustomer Listening

About the role

Key responsibilities & impact

Provide encouragement and support to team members, communicate team goals and identify areas for additional training or skill development
Set clear team goals and KPIs, monitor team performance against agreed metrics, and provide regular performance feedback and evaluations
Oversee the day-to-day operation and performance of the team, including delegating tasks, setting project deadlines, and coordinating coverage when team members are unavailable
Monitor customer interactions, including chats and inbox activity, to ensure enquiries are handled accurately and within appropriate timeframes
Provide guidance and coaching to customer service agents
Assist agents with customer queries and support complex or challenging situations
Handle customer escalations and escalate further to management when required
Interact with customers, answer enquiries, and handle customer complaints
Manage ClickSend notification channels from clients and ensure enquiries are actioned and answered
Monitor inbox activity and timely actioning of assigned emails
Identify knowledge-base gaps and recommend improvements
Consult with the Support Manager on busy periods, recurring issues, and help-guide improvements
Identify training needs and support team members’ skill and product-knowledge development
Create a healthy, motivating team environment with open communication and positive culture
Listen to feedback and help resolve issues or conflicts
Motivate team members and recognise areas requiring additional support
Plan and organise team-building activities
Deliver regular reporting and updates to the Customer Success Manager on team performance, metrics, and areas requiring attention
Meet agreed KPIs and work toward Company OKRs
Maintain effective team performance and customer service standards
Ensure customer enquiries and support channels are actioned in a timely manner

Requirements

What you’ll need

2–3 years of experience as a Team Leader or in a similar role
Proven experience managing and supporting customer service teams
Knowledge and experience working with performance metrics and KPIs, including CSAT and metrics associated with managing a chat team
Experience in team training, coaching, and identifying development needs
Proven customer support experience
Strong customer engagement skills, with the ability to communicate with customers in a courteous and professional manner
Familiarity with CRM systems and practices
Fluent in English, both written and verbal
Excellent communication and presentation skills
Strong critical thinking and problem-solving skills
Strong time-management, organisational, and multitasking skills, with the ability to prioritise effectively and work under pressure
Sense of ownership and pride in your performance and its impact on the company’s success
Ability to work collaboratively as a team player
Strong interpersonal and communication skills
Customer Service
Customer Support Team Management
CSAT and Customer Service Metrics
Guiding, Monitoring and Leading Teams
Training and Coaching
Product Knowledge
Quality Focus
Market Knowledge
Customer Listening and Engagement
Conflict Resolution
Problem Solving
Multitasking and Prioritisation
Patience and Positive Attitude
Attention to Detail
People Orientation
Organisational Skills
Adaptability
Ability to Work Under Pressure
Computer Skills