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Customer Support Team Lead

Job Summary:

Permanent employee, Full-time, Remote, PST Shift
As the Customer Success Manager, you’ll oversee a team of 20+ customer experience specialists dedicated to delivering world-class support and creating meaningful connections with our customers. You’ll be responsible for developing strategies to optimize team performance, streamline processes, and ensure every customer interaction reflects our brand’s mission of compassion, empowerment, and excellence.
WE ARE LOOKING FORWARD TO HEARING FROM YOU!

Thank you for your interest in applying to Elite Talent Recruit. Please fill out the following form. 

First Name:

Last Name:

Birthday:

Expected Salary Monthly (in USD):

Email:

Phone:

LinkedIn Link

Interview Availability:

Start Date Availability:

CV:

Work Sample Link:

Customer Support Team Lead Work Experience (Years)

US Account Work Experience (Years)

How many headcounts have you managed in your previous roles?

Experience in E-commerce

Experience in E-commerce
A
B

Experience in the Beauty Industry

Experience in the Beauty Industry
A
B

What is the extent of your work experience in the beauty industry?

How do you typically train new agents?

How do you typically coach underperforming agents?

Experience in Handling Customer Queries via Email, Chat, Social media, and Phone

Experience in Handling Customer Queries via Email, Chat, Social media, and Phone
A
B

How do you prioritize team workload across channels like email, chat, social media, and phone while maintaining SLAs?

Experience in Handling Placement of Orders, Refunds, or Exchanges

Experience in Handling Placement of Orders, Refunds, or Exchanges
A
B

Experience in Documenting Customer Interactions, Issues, and Resolutions

Experience in Documenting Customer Interactions, Issues, and Resolutions
A
B

Experience in Feedback Collection

Experience in Feedback Collection
A
B

Experience in Maintaining Records

Experience in Maintaining Records
A
B

Experience in Reporting and Analysis of Customer Support Metrics

Experience in Reporting and Analysis of Customer Support Metrics
A
B

What customer support metrics do you track regularly and how do you use these to drive team performance?

Proficiency in Microsoft Excel or Google Sheets

Proficiency in Microsoft Excel or Google Sheets
A
B
C
D

Experience with ZenDesk

Experience with ZenDesk
A
B

Experience with Emplifi

Experience with Emplifi
A
B

What other CRM tools or customer support software do you have experience with?

What e-commerce platforms do you have experience with?

Please provide a voice memo sample [link]. Record yourself delivering the following spiel: "Hello, thank you for calling, my name is [your name]. How can I help you today?"

English Proficiency Level (CEFR)

English Proficiency Level (CEFR)
A
B
C
D
E
F

Available to Work Full Time:

Available to Work Full Time:
A
B

Available to Work Part-Time:

Available to Work Part-Time:
A
B

Available to Work Pacific Standard Time (PST) hours

Available to Work Pacific Standard Time (PST) hours
A
B

Available to Work on Weekends

Available to Work on Weekends
A
B

Willing to Work on a Voice Account (Phone Support)

Willing to Work on a Voice Account (Phone Support)
A
B

What motivates you to seek a new job opportunity at this time?

Are you located in the Philippines

Are you located in the Philippines
A
B