Team Leader- WFH

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

Job Description

Main purpose of the job

We are looking for a skilled and experienced team lead with great client communication skills to join our team. We are building a team of fun, passionate, flexible, and competitive experts to help us launch a new campaign supporting a global hospitality tech client. We want a leader who genuinely care about their teammates, is able to rally a team to deliver an excellent customer experience and is willing to partner with clients to help their business grow. If you are interested in hospitality or service industry and are keen on leading a team to deliver a great customer experience, then you are who we want!

As the Team Leader, you will be the main point of contact (POC) and responsible for managing the GoTab HelloConnect team. You’ll oversee daily operations, support a team of Customer Experience Associates, and ensure alignment with GoTab’s service expectations. This role requires a proactive leader who can drive performance, maintain clear communication with the client, and adapt to a dynamic, tech-driven environment.

You manage schedules, coach team members through huddles and 1:1s, and support their development by identifying and addressing performance gaps. Your goal is to drive superior customer experiences while balancing client feedback, reporting, and handling escalations including HR concerns. You act as a key link between management and the team, offering practical and creative solutions to maintain performance and morale.

Responsibilities and duties

• Lead, mentor, and support a team of Customer Experience Associates (CEAs) to deliver outstanding customer service
• Manage the performance of CSAs, providing guidance, coaching, and feedback to meet customer success goals
• Oversee and ensure accurate data entry for all client and operational records, including customer interactions and support tickets
• Act as the primary point of contact for the client, ensuring smooth day-to-day operations, addressing concerns promptly, and escalating issues as needed
• Conduct regular team check-ins, tracking performance, reviewing KPIs, and helping the team meet goals.

• Conduct weekly business reviews with GoTab to present team performance, align on goals, address concerns, and propose process improvements.
  Onboard and train new Customer Success Associates and Customer 

  Experience Associates to ensure they understand processes and product offerings
• Collaborate with cross-functional teams to resolve complex issues, improve customer satisfaction, and optimize team workflows
• Contribute to continuous improvement by identifying opportunities for process and system enhancements

Skills and preferred qualifications

• 2+ years of experience in a team leader or supervisory role in customer service or a related field with a client-facing aspect
• Knowledge of POS systems, SaaS platforms, or the restaurant industry is a must

• Strong communication, interpersonal, and problem-solving skills.

• Excellent organizational and time-management abilities.

• Ability to thrive in a fast-paced and evolving work environment.

• Ability to manage and prioritize multiple tasks while maintaining high-quality standards
• Proficiency with CRM tools, reporting dashboards, and support platforms
• Must be a self-starter and able to work extended shifts with limited supervision as needed
• Ability to be highly flexible and react swiftly to changing priorities and urgent situations
• With experience working in phone, email, and live chat customer service roles.
• Curious and comfortable working in an unstructured and entrepreneurial environment, including process building for new campaign set-up
• Experience working with cross-functional teams (Product, Sales, Operations) is a must

Job Expectations:

• Work closely with the client to drive success and ensure smooth operations building a long lasting partnership
• Lead a talented, dedicated team in a supportive and collaborative environment
• Hybrid setup - Temporary WFH, but should be able to report to the office without issues
• Flexibility to adjust to supporting different time zones based on business needs, within reason

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.

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