MEET COMPASS

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

Location: Bangkok, Thailand
Work Setup: On-site
Employment Type: Full-time

About the Role

We are looking for an experienced and people-focused Customer Service Team Lead to join the customer experience team of a global premium fashion and lifestyle brand.

The Team Lead will be responsible for leading and developing a team of Customer Support Associates, ensuring operational performance, service quality, and an exceptional customer experience across multiple support channels.

Key Responsibilities

Team Leadership & People Management

• Lead, coach, and motivate a team of Customer Support Associates to achieve individual and team performance targets.

• Conduct regular coaching, feedback, performance reviews, and development sessions.

• Monitor team attendance, productivity, schedule adherence, and overall performance.

• Identify training and development needs and work with relevant teams to address skill gaps.

• Foster a positive, collaborative, and customer-centric team culture.

Customer Experience & Quality

• Ensure customers receive professional, timely, accurate, and personalized support across all channels.

• Monitor customer interactions to ensure compliance with service and quality standards.

• Handle complex customer concerns, complaints, and escalations that require Team Lead intervention.

• Drive improvements in customer satisfaction, service quality, and overall customer experience.

• Identify recurring customer issues and recommend solutions to prevent repeat concerns.

Operations & Performance Management

• Monitor key performance indicators (KPIs) such as CSAT, response time, resolution time, productivity, quality, and service level.

• Analyze team performance and provide actionable insights to improve operational results.

• Ensure adherence to standard operating procedures, workflows, and service-level agreements.

• Support workforce planning, scheduling, and resource allocation as needed.

• Prepare and communicate regular performance updates and reports to management.

Cross-functional Collaboration

• Work closely with Retail, E-commerce, Logistics, Operations, and other internal teams to resolve customer issues.

• Communicate customer feedback and trends to relevant stakeholders.

• Support the implementation of new processes, tools, campaigns, and customer service initiatives.

• Act as a key point of contact between the frontline customer support team and management.

Requirements

• 3–5 years of experience in customer service, contact center, e-commerce, retail, or a related field in a Team Lead or supervisory role.

• Excellent verbal and written communication skills in English.

• Proven experience managing, coaching, and developing a customer service team.

• Strong understanding of customer service operations and performance metrics.

• Excellent problem-solving, decision-making, and conflict-resolution skills.

• Strong analytical skills with the ability to interpret performance data and identify trends.

• Strong client management and stakeholder communication skills, with the ability to build trusted relationships, manage expectations, and communicate effectively with internal and external stakeholders.

• Confident in presenting operational updates, performance results, customer insights, and action plans to clients and senior stakeholders.

• Comfortable handling sensitive or escalated client concerns with professionalism and a solution-oriented approach.

• Excellent communication and stakeholder management skills.

• Comfortable working with CRM, ticketing, workforce management, and other customer support systems.

• Ability to work in a fast-paced, dynamic, and customer-focused environment.

• Willingness to work full on-site and night shift schedule, including weekends and holidays, as required.

Ideal Candidate

We are looking for someone who is:

• A strong people leader – develops and motivates team members to reach their full potential.

• Customer-obsessed – consistently prioritizes a high-quality customer experience.

• Data-driven – uses performance data to identify opportunities and make informed decisions.

• Solution-oriented – takes ownership of challenges and drives issues through to resolution.

• Calm under pressure – handles escalations and challenging situations with professionalism.

• Brand-conscious – understands the importance of maintaining a premium customer experience.

• Strong in client management – builds positive client relationships, manages expectations effectively, and serves as a trusted point of contact.

• An effective communicator – communicates clearly and confidently with frontline teams, clients, and senior stakeholders.

• Collaborative – builds strong relationships with internal teams and stakeholders.

• Adaptable – thrives in a fast-paced and evolving environment.