Customer Service Team Lead

We are looking for an experienced and people-focused Customer Service Team Lead to join the customer experience team of a global premium fashion and lifestyle brand.

The Team Lead will be responsible for leading and developing a team of Customer Support Associates, ensuring operational performance, service quality, and an exceptional customer experience across multiple support channels.

Key Responsibilities Team Leadership & People Management Lead, coach, and motivate a team of Customer Support Associates to achieve individual and team performance targets. Conduct regular coaching, feedback, performance reviews, and development sessions. Monitor team attendance, productivity, schedule adherence, and overall performance. Identify training and development needs and work with relevant teams to address skill gaps. Foster a positive, collaborative, and customer-centric team culture.

Customer Experience & Quality Ensure customers receive professional, timely, accurate, and personalized support across all channels. Monitor customer interactions to ensure compliance with service and quality standards. Handle complex customer concerns, complaints, and escalations that require Team Lead intervention. Drive improvements in customer satisfaction, service quality, and overall customer experience. Identify recurring customer issues and recommend solutions to prevent repeat concerns.

Operations & Performance Management Monitor key performance indicators (KPIs) such as CSAT, response time, resolution time, productivity, quality, and service level. Analyze team performance and provide actionable insights to improve operational results. Ensure adherence to standard operating procedures, workflows, and service-level agreements. Support workforce planning, scheduling, and resource allocation as needed. Prepare and communicate regular performance updates and reports to management.

Cross-functional Collaboration Work closely with Retail, E-commerce, Logistics, Operations, and other internal teams to resolve customer issues. Communicate customer feedback and trends to relevant stakeholders. Support the implementation of new processes, tools, campaigns, and customer service initiatives. Act as a key point of contact between the frontline customer support team and management.

Why Join Us? -Paid Time Off (PTO) – Enjoy 10 days of PTO, available for use after 90 days of employment. -Medical & Dental Benefits – Comprehensive healthcare benefits to support your health and well-being. -Annual Performance-Based Merit Increase – Be recognized and rewarded for your contributions, with eligibility for an annual merit increase after 12 months of tenure.

• Grow With Us – Build your skills, make an impact, and grow your career in a dynamic and supportive environment.

-Be Part of a Global Premium Fashion & Lifestyle Brand – Join an internationally recognized brand and be part of a team shaping exceptional customer experiences.

Qualifications: 3–5 years of experience in customer service/contact center/BPO operations in a Team Leader, Supervisor, or people-management role Strong English communication skills, both verbal and written Strong coaching, mentoring, and people-management skills Ability to conduct coaching sessions, performance reviews, and team huddles Strong problem-solving and escalation-management skills Comfortable working with CRM, ticketing, workforce management, and reporting tools Ability to work in a fast-paced, target-driven environment Willing to work full onsite in Bangkok Willing to work during nightshift schedule, weekends and holidays if required Strong client management and stakeholder communication skills, with the ability to build trusted relationships, manage expectations, and communicate effectively with internal and external stakeholders. Confident in presenting operational updates, performance results, customer insights, and action plans to clients and senior stakeholders.