Team Lead, Frontline Support & Services

Empower Every Identity, from AI to HumanAt Okta, we understand that identity is the cornerstone of unlocking the full potential of AI. Our mission is to secure AI by creating a trusted and neutral infrastructure that allows organizations to confidently navigate this new technological era. This endeavor demands a passionate commitment to addressing intricate …

ABOUT US At Indie Campers, we are transforming the road trip experience by making campervan rentals accessible for everyone. Our digital-first approach and dedication to customer satisfaction have established us as a leader in the travel industry, offering an exceptional booking experience and high-quality road trips at unbeatable prices. With over a million nights booked through our platform, we've welcomed more than 300,000 travelers from 169 countries. Our diverse offerings include short-term RV rentals, long-term campervan subscriptions, and the option to purchase one of our vehicles. Driven by technology and innovation, we face exciting challenges that demand top-tier talent. We are expanding our team and invite those who share our vision to join us on this thrilling journey. THE ROLE As the Team Leader for our On-Trip Support and Roadside Assistance teams, you will manage daily operations and ensure our customers receive outstanding service. You will act as the primary escalation point for complex cases, fostering team performance, compliance, and continuous improvement to uphold our high standards at Indie Campers. This position affords you the opportunity to lead and cultivate a dynamic, customer-centric team while significantly enhancing our customers’ experiences. WHAT WILL YOU WORK ON? Lead, supervise, and mentor the On-Trip Support and Roadside Assistance teams to drive high performance, engagement, and customer care. Conduct one-on-one meetings, performance evaluations, and development conversations. Oversee customer inquiries and manage escalated complaints and complex situations. Supervise coordination of roadside assistance and emergency support cases. Ensure accurate documentation of customer interactions and adherence to established SOPs. Monitor service quality and track key performance metrics such as CSAT, First Response Time, and Resolution Time. Lead corrective and preventive initiatives to enhance service quality and customer satisfaction. Analyze customer feedback to identify areas for improvement.

Join Agoda as an Account Team Lead, where you will play a pivotal role in driving success for our clients and optimizing our service offerings. You will lead a dedicated team, fostering collaboration and guiding them to achieve outstanding results. This is an opportunity to make a significant impact in a fast-paced environment where innovation and customer satisfaction are at the forefront.

The RoleAt HelloFresh, you will join a vibrant team dedicated to innovation and harnessing cutting-edge technology to deliver outstanding experiences. We foster a culture rooted in collaboration, continuous development, and a pursuit of excellence. This is your chance to engage in meaningful projects, enhance your skills, and evolve within a nurturing atmosphere that celebrates diverse viewpoints and backgrounds.The Fulfillment Operations Team Lead plays a pivotal role in supervising and executing high-volume recurrent and ad-hoc fulfillment operations for the sales and marketing partnerships teams. You will lead a team of Fulfillment Operations Specialists, ensuring that tasks are completed accurately, efficiently, and punctually through effective prioritization, quality control, and robust communication.We invite passionate individuals who can contribute their unique talents and insights. If you believe you would thrive in this role, even if you don’t meet every criterion, we encourage you to apply!

At SiteMinder, we celebrate the unique contributions of every employee as a key driver of our success. By fostering diverse teams that embrace various voices, identities, backgrounds, experiences, and perspectives, we create an inclusive culture where everyone feels empowered to bring their authentic selves to work. Our differences fuel innovation and support us in continually transforming the experience for our customers. Together, we are stronger!About Us...Since our inception in 2006, we have been passionate about simplifying technology for hoteliers. Our innovative hotel commerce platform enables accommodation owners to attract and secure more guests online with ease and efficiency.From boutique hotels to renowned chains, we have empowered travelers to book everything from igloos to castles, cabins, and more.Today, we proudly stand as the world's foremost open hotel commerce platform, serving over 50,000 hotels across 150+ countries, facilitating more than 130 million reservations annually through our advanced technology.Your Role as a Customer Support Team Leader...As a vital member of our Global Customer Support team, the Customer Support Team Leader will focus on coaching, engaging, supervising, leading, and developing our General Services team to ensure exemplary customer service delivery.In your leadership role, you will be the go-to contact for team members, proactively ensuring seamless operations and collaboration among teams. By setting a positive example, you will oversee the team's efficiency, quality of service, and professional growth.Your Responsibilities...Cultivate a team of support consultants dedicated to prioritizing customer needs.Monitor daily team performance and ensure delivery of high standards.Identify performance gaps and implement action plans for improvement.Conduct one-on-ones, performance reviews, and team meetings to assess and motivate individual performance.Recruit exceptional new team members, providing them with the training and support needed for success.Collaborate with cross-functional teams to enhance overall service delivery.

At TTEC Digital, we empower our clients to foster a workplace where employees feel appreciated and supported, emphasizing that exceptional customer experiences begin with prioritizing employees. Our vision is to create an environment where individuals can truly excel.We are excited to announce an opening for a Client Success Team Lead to become part of our expanding team. This is a fully remote position! Candidates must be available for interviews and to work in U.S. time zones for this full-time role.As a rapidly growing organization leading the charge in AI-powered customer experience solutions, we blend consulting, software, and technology services to assist our clients in accelerating their time-to-value while achieving tangible benefits in revenue growth, cost savings, and enhanced productivity. Our expertise covers contact center operations, CRM solutions, AI technologies, and analytics, equipping us to help clients unlock new opportunities for value creation.The Client Success Team Lead will be responsible for two main functions:50% Team Leadership: Directing, mentoring, and fostering the development of a team of Client Success Managers who support low-touch and tech-touch accounts.50% Client Success Management: Actively managing a portfolio of low-touch and tech-touch clients to guarantee seamless service delivery, client satisfaction, and measurable success metrics.

Join our dynamic team as a Junior Team Lead focused on the Asian market. In this pivotal role, you will be responsible for guiding and managing data collection projects, coordinating field teams, and ensuring that project objectives are achieved. Your understanding of the local market will be key to enhancing participant recruitment and maintaining excellent data quality. This position offers a fantastic opportunity for an early-career professional eager to cultivate leadership abilities while making a meaningful impact on research and operational initiatives.

Workstream develops an integrated HR, payroll, and hiring platform tailored for hourly workers. Many of the world’s 2.7 billion hourly employees lack access to dedicated technology, and Workstream’s tools help bridge that gap for businesses and their teams. The company partners with major brands, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. Backed by investors such as Founders Fund, BOND, and Coatue, Workstream is a Series B company focused on expanding its product offerings and market presence. Location This Global Business Operations Team Lead role is based in Manila, Philippines.

Join our dynamic team at Wrist as a GMP Team Lead. In this pivotal role, you will oversee our Good Manufacturing Practices (GMP) initiatives, ensuring compliance and excellence in our production processes. You will lead a team of dedicated professionals, fostering a culture of quality and safety while driving continuous improvement.

Your RoleAt HelloConnect, you will join a vibrant team that champions innovation and utilizes cutting-edge technology to deliver outstanding experiences. Our culture thrives on collaboration, continuous growth, and a dedication to excellence. Here, you will engage in meaningful projects, enhance your skills, and advance within a nurturing environment that appreciates diverse perspectives and experiences.As a Senior Service Package Team Leader, you will play a crucial role in ensuring the accuracy, governance, and scalability of procurement master data, including SKU creation, updates, and lifecycle management across various markets. You will manage a team of Data Specialists while spearheading process standardization, operational governance, and automation initiatives to bolster HelloFresh’s expanding global procurement operations. Collaboration with Food Safety, Supply Chain, Procurement, and Technology teams will be key to ensuring that SKU data processes are efficient, reliable, and optimized for scale, thereby contributing to our ongoing mission to drive business success and improve customer satisfaction.If you are passionate, innovative, and believe you can make a significant impact, even if you don’t meet every requirement, we encourage you to apply!

Join Tala as a Senior Shared Services Lead!At Tala, we're revolutionizing the financial landscape by harnessing cutting-edge technology and innovative thinking to address the shortcomings of traditional financial institutions. Our mission is to empower the global majority by providing accessible financial solutions that cater to the needs of underserved populations.As a pioneer in the financial technology sector, Tala uniquely combines the analytical capabilities of a credit bureau, the seamless transaction processes of fintech, and the personalized service of a banking institution into a single, integrated platform. Backed by a robust set of proprietary data and advanced AI/ML decision-making technologies, we deliver tailored liquidity solutions instantly. Our flagship credit application has successfully facilitated over $7 billion in credits to more than 12 million clients across Latin America, Southeast Asia, and East Africa, aiding them in launching and growing small businesses, managing daily expenses, and achieving their financial aspirations.Our groundbreaking impact has garnered us consistent accolades, including:- Five-time inclusion in CNBC’s Disruptor 50.- Recognition as one of CNBC’s World’s Top Fintech Companies for two consecutive years.- Nine-time listing in Forbes’ Fintech 50.With investment commitments exceeding half a billion dollars, we are primed for continued growth and success.Operating on a remote-first model, our team is spread across various office hubs including Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.If you resonate with our mission and are excited about making a significant impact, we encourage you to apply!Role OverviewThe Senior Shared Services Lead will be instrumental in driving operational excellence and strategic workforce management within Shared Services, specifically overseeing Customer Care and Recoveries operations. This role encompasses ensuring optimal staffing, real-time performance monitoring, and generating actionable insights to facilitate rapid business decisions. The Senior Lead will also mentor Workforce Management specialists, enhance intraday reporting, and enforce structured metrics and processes across various teams.

Nice Ltd. is seeking a Lead Professional Services Engineer for the Customer Success team based in Manila, Philippines. This role centers on helping clients gain the most from Nice solutions and ensuring they achieve their goals with the company’s products. Key responsibilities Guide clients through each stage of product implementation, from initial setup to full deployment Share best practices to encourage strong adoption and ongoing use of Nice solutions Lead training sessions that help customers use Nice products with confidence Communicate effectively with both technical and non-technical contacts Requirements Solid technical background and practical experience with enterprise software Ability to explain complex topics to varied audiences Experience supporting customers during onboarding and throughout their journey

At NiCE, we embrace challenges without limits. We are ambitious, innovative, and driven to succeed. With a commitment to excellence, we set the highest standards and strive to exceed them. If you share our passion, we have an exciting career opportunity that will ignite your ambition.What does the role entail?We are in search of a seasoned and strategic Director of Technical Support to spearhead our global, high-performing support team. This role demands a proactive leader who is results-oriented, dedicated to continuous improvement, and an advocate for our customers. You will elevate support quality by utilizing data insights to enhance product offerings, promote proactive support strategies, and encourage collaboration across Engineering, Product, Operations, and Sales. Your leadership will be pivotal in scaling our support operations while ensuring that customers receive exceptional service.As the Director of Technical Support, your key responsibilities include developing and implementing a comprehensive support strategy focused on measurable customer success, operational excellence, and sustainable business growth. You will oversee a diverse regional team dedicated to addressing complex issues and consistently achieving or surpassing service-level agreements (SLAs). Your leadership will foster a culture of accountability, technical expertise, and continuous improvement.The ideal candidate is a transformational leader with extensive technical knowledge, robust program management skills, and excellent communication abilities at the executive level. You excel at turning data into actionable insights, influencing stakeholders effectively, and building teams that consistently achieve remarkable customer outcomes.In this role, you will guide AI-driven operational excellence, ensure high-quality case resolution, and prepare the technical organization for future challenges. Establishing strategic direction, enforcing disciplined execution, and ensuring that managers and engineers are equipped to meet both current and emerging business needs will be your priorities.

At TTEC Digital, we empower organizations to cultivate a workplace where employees feel appreciated and supported. We believe that a remarkable customer experience starts with an engaged workforce. Our mission is to create an environment where employees can truly excel.As part of the TTEC Digital Genesys Partner Practice, our team of customer experience (CX) designers, consultants, engineers, and data scientists has been recognized with the prestigious Genesys Partner of the Year award 15 times. With over 400 certifications, we have the expertise to integrate the Genesys platform and its components into intricate, multi-platform environments, delivering consistent results that enhance customer experiences.The Genesys Cloud Lead Support Engineer plays a crucial role in managing support ticket activities and leading escalations. This position involves providing client support to address and resolve concerns, ensuring an optimal experience for both clients and customers. By diagnosing issues and analyzing application programming, the engineer will identify root causes and implement effective solutions or guide clients through the resolution process. The support can range from minor to complex issues.

Viamericas is a licensed money transmitter specializing in international money transfers, bill payments, and check processing. With a presence in the United States and over 287,885 locations worldwide, the company focuses on supporting immigrants through reliable financial services. Role overview The Agent Support Representative – Vietnam is based in Manila and provides support to customers, agents, and partners. This role manages both inbound and outbound inquiries using phone, email, chat, and SMS, communicating in both Vietnamese and English. The position ensures each interaction meets company service standards and contributes to customer satisfaction. Key responsibilities Handle customer and agent inquiries across multiple channels, including phone, email, chat, and SMS Communicate fluently in Vietnamese and English Process transactions accurately and resolve issues as they arise Document all interactions and monitor transaction activities using internal systems Maintain compliance with company policies and service standards What sets this role apart This position focuses on supporting a global network, ensuring accurate transaction processing, and helping maintain Viamericas’ reputation for integrity and service. The company values respect, innovation, and meaningful contributions from every team member.

AvePoint is looking for a Technical Support Analyst based in Manila. This position centers on helping customers address technical issues with AvePoint’s products and services. Role overview The Technical Support Analyst works directly with customers to troubleshoot and resolve product-related problems. Typical tasks include diagnosing technical issues, explaining solutions clearly, and guiding users through problem-solving steps. The goal is to ensure customers can use AvePoint’s solutions effectively and confidently. What you will do Respond to customer inquiries and technical issues related to AvePoint products Troubleshoot problems and identify root causes Communicate solutions in a clear and helpful manner Support customers in optimizing their experience with AvePoint’s platform Location This role is based in Manila, Philippines.

Role overview Turnitin LLC seeks a Platinum Support Specialist to join the team remotely from the Philippines. The position centers on assisting clients with their questions, troubleshooting product issues, and helping users make the most of Turnitin’s offerings. What you will do Reply to customer inquiries with clear, prompt communication Diagnose and resolve technical or product-related concerns Guide users and address their needs to support customer success Keep accurate records of customer interactions and solutions Requirements Strong customer service background Keen attention to detail Solid problem-solving skills Ability to work independently in a remote environment Location This is a fully remote role based in the Philippines, with a focus on the Manila area.

Role OverviewAs a Service Desk Agent at Datacom, you will play a pivotal role in managing and resolving internal inquiries regarding the maintenance of personal computers and related systems. Your expertise will help ensure seamless operations and high levels of customer satisfaction.Role ResponsibilitiesYour primary responsibilities will include:Generating service desk incident reports and assisting in the evaluation of hardware and software.Analyzing issues, determining approaches, compiling and interpreting data, and providing actionable reports and recommendations.Facilitating communication and coordination between various departments and external partners.Engaging with personnel across all organizational levels to obtain necessary information.Operating with minimal supervision on daily tasks while receiving general guidance on new assignments.Learning and adhering to company policies and procedures under close supervision.Taking necessary precautions to ensure the health and safety of yourself and others.Reporting incidents, hazards, or unsafe practices in accordance with Datacom's policies.RequirementsKnowledgeA strong understanding of technical infrastructure projects and their associated technology dependencies.Proven knowledge of Service Delivery processes.Experience1-2 years in a similar role.SkillsAbility to make informed decisions and demonstrate initiative in assignments.Ability to understand the implications of work and propose viable solutions.Ensuring compliance with budgets, schedules, work plans, and performance standards.Capacity to engage and build relationships with a diverse range of stakeholders and team members.Experience collaborating within large teams to meet organizational objectives.Strong analytical and problem-solving abilities.Exceptional customer relationship management skills.Effective presentation capabilities.Strong verbal and written communication skills to engage with various stakeholders.Consultative mindset and planning expertise.QualificationsBachelor's degree in Business, IT, Science, Engineering, Economics, or a related field.

ABOUT US At Indie Campers, we are redefining the campervan rental experience with our innovative digital marketplace. Our mission is to make road trips accessible to everyone, providing high-quality adventure opportunities at competitive prices. Over one million nights booked and 300,000 travelers from 169 countries have experienced our exceptional service. We offer a diverse range of road trip options, including short-term RV rentals and long-term campervan subscriptions, alongside opportunities to purchase our vehicles. With a strong technological foundation, we are tackling exciting challenges that require motivated individuals to join us on this journey. THE ROLE As a Travel Support Agent, you will be instrumental in crafting a seamless customer experience prior to their journey. You will support intricate customer inquiries across our global operations. Your expertise will ensure inquiries about rentals, booking modifications, documentation, and pre-departure concerns are handled promptly and accurately, all while maintaining a strong customer-first approach. This role encompasses operational excellence, problem-solving, and ownership of complex cases, contributing significantly to customer satisfaction and business success. WHAT WILL YOU WORK ON? Customer Support & Case Management: Manage customer inquiries related to bookings, trip preparations, policies, and services through various communication channels. Provide precise pre-trip support, handle booking alterations, special requests, and navigate sensitive customer situations with professionalism. Document all interactions within CRM systems. Operational Excellence: Deliver assistance in alignment with company SOPs and quality standards. Achieve KPIs related to response and resolution times, quality metrics, and customer satisfaction targets. Ensure high accuracy in administrative tasks while collaborating with various teams to facilitate smooth customer experiences.

Join our team at Turnitin LLC as a Technical Support Representative, Tier 1. In this fully remote role, you will provide exceptional customer service to users, assisting them with technical issues related to our innovative educational solutions. You will be the first point of contact for customers, troubleshooting problems and offering effective solutions.