Team Lead (BPO)

Role Details
Type of Support: Leadership
Contract Duration: Permanent
Training Schedule: To be Determined
Work Schedule: To be Determined
Work type and Location: Hybrid, Metro Manila
Expected start date: July 3, 2025

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.
Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.
As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.
Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.
The Role
We are looking for a bright, articulate, and detail oriented Team Lead with a desire to help and coach our support team to exceed our partner's expectations in a fast-paced environment. You will demonstrate key characteristics such as responsibility, reliability, product knowledge, leadership (leads by example), time availability, positive attitude, mentor & a good relayer. As a team leader,  you operate efficiently in this climate, maintain composure, exhibit professionalism, understand our services, and have a natural approach with associates to provide quality feedback, in order to enhance quality and output. Your contribution is limitless and certainly not confined to this job description.
The best fits for our team are people who are passionate about working in an ever-changing environment where they’ll have an impact on the growth of the business. We’re looking for someone who is process-oriented, drives results, and loves leading and encouraging others.
What you’ll do:

• Support:
  • Monitor team’s daily activities on Front + Zoom Phone to ensure efficiency and effectiveness, while identifying and communicating trends/live bugs to the team
  • Manage, develop, and mentor a fast-paced team of technical associates who respond to customers’ requests, reproduce and troubleshoot issues, and dive into the different sites the partner built for them
  • Acquire valuable customer insights and share them with the rest of the team to improve education and experience to create customers for life
  • Assist your team during production hours and escalations, as needed:
    • Respond to customer emails and calls with attentiveness; providing thoughtful answers to complex situations while minimizing the customer’s effort
    • Educating customers on how to use BentoBox’s products and services
    • Review, and escalate inbound/advanced requests and route to appropriate teams in a timely manner
    • Work on VIP accounts (Landrys and Tier 1) of high-value customers
• Team:
  • Lead regular team meetings, workshops, or huddles in addition to keeping regular 1:1s with each of your associates that cover both development goals and coaching on areas of improvement
  • Maintain a positive environment through engagement activities
  • Participate in the hiring process by helping to identify and select ideal candidates according to the program’s needs
  • Ensure that the team is equipped with the tools necessary to complete their job
  • Build and maintain the team’s schedule to ensure appropriate coverage
  • Utilize partner tools and resources to keep a pulse on your team’s performance
  • Work with People Operations on associate performance issues and disciplinary action reporting
• Floor Support:
  • Assist associates with general inquiries around tickets, procedures and policies through various channels to ensure high quality and accurate information are provided to customers (slack, or zoom)
  • Report, and assist with incident response during outages/incidents, communicating with customers and providing our internal teams with info that we’re getting first-hand from those customers
• KPIs, and Volume:
  • Monitor production levels for each associate (using Front + Zoom Phone or other metric data tools)
  • Ensure your team is performing according to KPIs
  • Display valued insight, metrics, and callouts through Business Reviews
• Leadership:
  • Identify, and execute key initiatives that will help improve the level of support we’re providing and make your team’s job more rewarding
  • Help establish processes and procedures with the growing business of the partner by developing an understanding of the process, BentoBox’s product and support interactions
  • Be the point-of-contact for the team with BentoBox Support team for regular partner communication, but also when a situation arises
  • Communicate, and ensure PartnerHero and BentoBox policies are understood and complied with
  • Be able to evolve within the role as changes occur
• Training, and Quality Assurance:
  • Help onboard new team members and clarify escalation paths for nuanced product support
  • Identify gaps in training and resources; help close those gaps directly or in partnership with other team members
  • Build out documentation and knowledge base articles for a variety of processes, and products when necessary
  • Receive training on new product releases to ensure the team is up to date
  • Conduct QA, coaching sessions, and side by side feedback (plug-ins), an develop action plans to ensure we meet team metrics as needed
• A Team Lead should be able to:
  • Ensure all metrics and goals are being accomplished
  • Think critically and act fast to ensure good decision making
  • Identify risks at an early stage and take effective action to correct them
  • Communicate regularly with their manager
  • Ensure a healthy work environment and relationship with the team
  • Develop associates individually and identify their strengths
  • Work effectively with other internal departments to achieve overall organization goals

What we expect from you:

• +2 years of advanced experience in technical customer support + leadership experience
• Near-native fluency in both English and Spanish, with minimal to no accent
• Excellent time management skills (multitasker) and ability to meet deadlines reliably
• Data background and knowledge
• Self-motivated, precise, detail-attentive, and has a desire for continuous learning
• Strong communication, project management, and interpersonal skills
  • Spearhead proactive communication by planning and executing on sensitive, high-volume impact cases
  • Strong conflict resolution skills and even temperament in challenging situations
  • Impeccable judgment
  • Takes effective and timely responsive action where appropriate, and recommend creative workflow changes and enhancements
• Ability to work in a fast-paced environment
• Passionate about creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
  • Puts in extra effort to ensure the highest quality and work and inspire the team to deliver the same
• Master the product, learning all of its nuances and keep up-to-date with the latest updates and policies
  • Showcase a detailed understanding of the BentoBox platform including pages/navigation, eCommerce options, catering store, events management, online ordering, etc
• Acts as a subject matter expert on all things BentoBox as well as industry-relevant topics, and displays a deep understanding of the customer day-to-day, industry needs, pain points, and motivations
• Is considered a Core Value Ambassador - displays each of our core values proficiently
  • Loads of empathy - you genuinely care!
• A Team Lead will be measured through a variety of metrics and deliverables, including:
  • Overall team metrics, and Quality Assurance over 90%
  • Timely production of deliverables at a high quality bar
  • The accuracy, professionalism, and friendliness of your decision making
  • Reliability and self-management
  • 360- review every 6 months

What you’ll get in return:
 

• Full-time employment
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core
Culture leads, and success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].