Customer Operations Team Lead (Onsite)

About Penbrothers

Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.

About the Client

Our client is a leading all-in-one platform that enables individuals, entrepreneurs, and businesses to create, host, and manage professional websites without technical complexity. Operating on a subscription-based model, they offer a range of tools including customizable templates, e-commerce solutions, domain registration, and integrated marketing functionalities. Serving a diverse customer base - from small businesses and creative professionals to online merchants - they help clients establish and grow their digital presence efficiently. Backed by a strong history of innovation and a commitment to design excellence, our client continues to lead in simplifying online presence management for users worldwide.

About the Role

Our client is seeking an Operations Team Lead to join their award-winning Customer Operations department. This leadership role is central to driving excellence across service delivery, team performance, and customer satisfaction. You’ll lead a team of Customer Support Advisors or Associates, managing performance, engagement, and professional development. You’ll collaborate closely with peers and senior leadership to streamline support operations across Zendesk (or similar support platforms), optimize queue management, and strengthen overall team capability. Your mandate: build a high-performance culture that balances operational discipline with empathy and growth.

What you’ll do

• Foster a positive, performance-driven team culture, ensuring full alignment with company policies, KPIs, and service standards.

• Oversee daily team operations—monitor workloads, manage SLAs, and ensure consistent delivery across live chat and email.

• Use Zendesk or similar tools to track metrics, analyze trends, and drive operational improvements.

• Keep the team informed of product updates, policy changes, and strategic initiatives, ensuring clarity and engagement.

• Conduct bi-annual performance reviews, provide structured feedback, and align compensation decisions with results and contribution.

• Partner with Learning & Development to drive professional growth through regular 1:1s, coaching, and targeted upskilling.

• Lead the recruitment, hiring, and onboarding of new team members to build a capable and resilient support team.

• Manage customer escalations with advanced communication and problem-solving skills to de-escalate complex cases.

• Step in to assist in active queues during peak operational periods when additional leadership support is required.