Customer Service Team Leader

BuyGoods Customer Service Team Leader (Remote – Philippines)

Why This Role Exists

BuyGoods is growing, and we're evolving the way our Customer Support organization operates. As part of this transition, we're creating a dedicated Customer Service Team Leader role to provide focused leadership for our Customer Service team while separating responsibilities from other operational functions. The role was created due to organizational restructuring. Previously, one Team Lead was handling both the Fulfillment House and Customer Service Agents. The business now requires a dedicated Team Leader focused solely on managing Customer Service Agents to improve operational efficiency and leadership coverage.

What You'll Own

• Lead, coach, and develop a team of Customer Service Representatives.

• Conduct regular coaching sessions, performance reviews, and development planning.

• Manage customer escalations and ensure timely issue resolution.

• Partner with Subject Matter Experts to improve processes and knowledge sharing.

• Identify workflow improvements to increase operational efficiency.

• Support onboarding and development of new team members through shadowing and live ticket coaching.

• Foster a positive, accountable, and high-performing team culture.

What Success Looks Like

First 30 Days

• Complete onboarding and gain a strong understanding of BuyGoods' products, processes, and customer support workflows.

• Build relationships with your team and key stakeholders.

• Begin coaching agents and participating in daily operations.

First 90 Days

• Successfully manage a team of at least 10 Customer Service Representatives.

• Improve team productivity and service quality through regular coaching.

• Effectively manage escalations and maintain service level expectations.

Within 12 Months

• Build a consistently high-performing customer support team.

• Drive measurable improvements in operational KPIs and customer experience.

• Support business growth by developing future team leaders and strengthening team capability.

What We're Looking For

Required Qualifications

• Minimum of 2 years' experience as a Customer Service Team Leader.

• Experience leading 10 or more direct reports.

• Strong background in customer service operations.

• Proven coaching and performance management experience.

• Excellent communication, leadership, and problem-solving skills.

• Experience handling customer escalations and performance metrics.

Preferred Qualifications

• Telecommunications customer service experience.

• Amazon or high-volume customer support experience.

• Experience managing email support or ticket-based support teams.

• Knowledge of sales environments is beneficial but not required. BuyGoods does not process direct sales.

Who Thrives Here

You'll succeed in this role if you:

• Enjoy coaching and developing people.

• Take ownership and make sound decisions independently.

• Stay calm under pressure and manage competing priorities effectively.

• Thrive in a fast-paced, constantly evolving environment.

• Lead with accountability while building trust within your team.

• Continuously look for ways to improve processes and customer experience.

Why People Stay & Love Working Here

• Fully remote work environment.

• Opportunity to make a direct impact on a growing global business.

• High level of ownership and autonomy.

• Collaborative leadership team that values new ideas.

• Clear opportunities to grow your leadership career.

• Performance-driven culture that recognizes results.

What's In It For You

• Competitive compensation.

• Monthly KPI performance incentives.

• Additional employee perks and recognition programs.

• Career growth opportunities within a rapidly expanding organization.

• Remote-first work environment.

• Ongoing leadership development and coaching opportunities.

Interview Process

About BuyGoods

BuyGoods is part of the Yomali Group, a fast-growing global eCommerce technology organization supporting digital commerce businesses around the world. Our Customer Support team plays a vital role in delivering exceptional customer experiences while partnering closely with operations to continuously improve service quality.

At BuyGoods, you'll join a collaborative, remote-first culture where you'll have the opportunity to lead talented people, influence operational excellence, and grow alongside a business that's scaling globally.