Customer Service Team Lead

Who We Are

Brolly Labs, now rebranded as CatalyzeX, is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients.

As an incubator of cutting-edge services, software, and AI brands, we partner with forward-thinking firms in e-commerce, legal, healthcare, and software sectors to deliver human-centric solutions that truly make a difference.

Who You Are

You're a proactive and adaptable professional who thrives in a dynamic environment. You have experience in customer service, team leadership, and e-commerce. You understand the unique challenges and opportunities in the online retail space, from managing customer inquiries to ensuring a seamless shopping experience.

You have a strong American accent and excellent communication skills (both verbal and written). Preferably, you have a neutral or minimal Philippine regional accent, ensuring clear and effective communication.
You possess strong leadership qualities you're responsible, able to anticipate risks, not shy to speak up, and comfortable in client-facing roles.
You enjoy guiding others to success, and you're not afraid to jump in and handle tasks directly when needed.
Your'e committed to continuous learning and improvement, and you excel at communication and collaboration.
What You'll Do

You'll take on a dual role as a Team Lead/Account Manager showing your willingness to manage high-level operational tasks while managing a team. You'll balance leading the team and providing hands-on support/coaching, ensuring both the big picture and the details are well-managed.

As a Team Lead, you'll:

Oversee and manage the performance of a team.
Audit customer experience tickets to ensure quality and adherence to standards.
Monitor KPA (Key Performance Areas) and analyze data to ensure targets are met.
Provide regular feedback and coaching to team members to foster their development.
Create SOPs and workflows, document processes, create reports, and communicate directly with clients.
Lead training sessions and help team members grow their skills.
Stay hands-on by handling tickets to maintain up-to-date knowledge of processes.
Note: The scope of work for this role is dynamic and may evolve, but the core responsibilities will remain centered around customer service, team leadership, and e-commerce.

Technical Requirements

High-speed internet (minimum 20 Mbps or fiber connection)
Noise-cancelling headset
Fast computer
Power and internet backup required
Rates and Expectations:

Full-time Role
Rate: $5-6 (DOE)

Work Schedule: To be determined, potentially EST or PST business hours.
This position is currently open for candidate pooling. We recruit in advance so we can hire on demand as new accounts and opportunities arise. While this role is for pooling purposes, we also have active accounts currently being staffed, and joining our talent network ensures youre considered for both immediate and upcoming opportunities.

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.

APPLY HERE: https://www.careers-page.com/brolly-labs/job/QVVY76R6