Job Description
Job description About Us:
Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Client Overview
Founded in 2009, our organization is a rapidly growing membership-based community with over 100,000 members worldwide. Our network consists of accomplished entrepreneurs, innovators, executives, and business leaders who are shaping today's most successful companies and tomorrow's emerging ventures. Members enjoy access to exclusive benefits and partnerships across travel, lifestyle, and business services.
Job Summary
We are seeking an experienced and customer-focused Team Lead, Member Services to oversee our outsourced support team during the U.S. Support Team’s off-hours. In this leadership role, you will be responsible for ensuring the team consistently delivers a high-touch, personalized, and exceptional member experience across phone and email support channels.
You will provide guidance, coaching, and operational oversight while assisting with escalated member concerns, troubleshooting membership-related issues, and driving continuous improvement initiatives. The ideal candidate is a hands-on leader who thrives in a fast-paced environment and is passionate about service excellence.
Key ResponsibilitiesTeam Leadership & Performance Management - Lead, coach, and support the member services team to ensure high performance and service excellence.
- Hold team members accountable for achieving and exceeding key performance indicators (KPIs), including response times, customer satisfaction scores, and quality metrics.
- Monitor daily workloads and staffing coverage, making adjustments as needed to meet service demands.
- Conduct regular performance reviews, provide constructive feedback, and deliver ongoing coaching and development.
- Provide training, guidance, and support to team members while fostering a collaborative and positive team culture.
Member Support & Escalation Management - Respond to and resolve escalated, complex, or sensitive member inquiries through phone and email.
- Ensure all member interactions are handled with professionalism, empathy, and a solutions-oriented approach.
- Assist members with troubleshooting issues related to membership benefits and services.
- Coordinate with third-party partners and internal stakeholders to investigate and resolve member concerns efficiently.
- Take and relay messages for the U.S.-based support team when necessary.
Operational Excellence - Monitor support processes and ensure established procedures and best practices are consistently followed.
- Identify opportunities to improve workflows, systems, and operational efficiencies.
- Proactively test and validate membership benefits to ensure they are functioning as intended.
- Utilize multiple platforms and systems to research, troubleshoot, and resolve member inquiries.
- Analyze recurring support trends and recommend improvements to enhance member engagement and satisfaction.
QualificationsRequired Experience - Minimum of 3 years of customer service experience, preferably in email and phone-based support environments.
- Minimum of 2 years of team leadership, supervisory, or management experience.
- Experience handling customer escalations and resolving complex service-related issues.
Skills & Competencies - Fluent English communication skills, both written and verbal.
- Strong leadership, coaching, and team development capabilities.
- Exceptional customer service and interpersonal skills.
- Excellent problem-solving, critical-thinking, and decision-making abilities.
- Ability to remain composed and professional while managing escalated situations.
- Highly organized with strong time management and prioritization skills.
- Self-motivated and capable of working independently with minimal supervision.
- Adaptable and comfortable working in a fast-paced, constantly evolving environment.
- Strong technical aptitude with the ability to navigate multiple systems simultaneously and utilize standard productivity tools efficiently.
- Collaborative mindset with a willingness to support cross-functional teams when needed.
Success in This Role: The successful candidate will be a proactive leader who can balance operational oversight with hands-on support, drive team performance, and consistently deliver an exceptional member experience while maintaining high service standards.
Work Schedule:
Must be amenable to work in shifting schedule
Work Setup:
Office-based
Work Locations:
SM North EDSA Tower 1, North Avenue corner, Quezon City
Perks & Benefits
₱5,600 – ₱19,600 monthly salary increase after 1 year
(based on performance and company revenue)
₱5,600 – ₱16,800 monthly incentives
(for eligible Retention Team members, based on performance)
Opportunity to lead and grow within a global support team
Note:
As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
In compliance to data privacy law, make sure that the following is included at all times:
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
Job summary Seeking an experienced and customer-focused Team Lead, Member Services to oversee our outsourced support team during the U.S. Support Team’s off-hours
