At Symbos, we create connected experiences by bringing together exceptional people, smart technology and a culture built on empathy and trust. As an Australian-led organisation with global scale, we partner with clients to deliver high-quality customer and operational support.

About the Account

This account supports motorists with emergency roadside assistance connected to automotive insurance policies and new-vehicle owner packages. Through this program, you will lead frontline support for customers who need timely help with breakdowns, flat tyres, lockouts, fuel delivery, accidents and towing.

The Opportunity

As a Customer Service Team Leader, you will lead a team of Customer Service Associates supporting an emergency roadside assistance account. You will coach agents, guide real-time service delivery, support escalations and help the team meet customer experience, quality, compliance and schedule-adherence expectations.

What Sets This Role Apart

• Lead a frontline team supporting an essential, real-world roadside assistance service.
• Stay close to live operations while coaching agents through urgent and complex customer situations.
• Build valuable leadership experience across coaching, service delivery, quality and escalation management.
• Work in a permanent work-from-home leadership role aligned to a 24/7 program, including night shift, split shifts, weekends, holidays and peak demand periods.

Key Responsibilities

• Lead, coach and support Customer Service Associates to deliver calm, accurate and empathetic roadside assistance.
• Set clear expectations, provide regular feedback, identify capability gaps and support agents in meeting program, customer and quality requirements.
• Manage day-to-day team execution across inbound calls, outbound provider coordination, customer follow-up, escalations and documentation.
• Monitor team performance against commitment adherence, customer experience, quality, average handle time and not-on-call or auxiliary-time goals.
• Use service data to identify trends, address underperformance and reinforce behaviours that improve customer and operational outcomes.
• Reinforce approved workflows, policy coverage guidance, documentation standards, security controls and client procedures.
• Act as the first leadership point of support for agent, customer, provider and internal escalations, closing the loop with practical corrective actions.

What We’re Looking For

• Experience in a voice-based contact centre, BPO or customer operations environment.
• Team lead, SME, coaching or supervisory exposure, ideally supporting frontline agents against service, quality and adherence goals.
• Senior High School graduate or equivalent; a bachelor's degree in Business, Operations, Management or a related discipline is preferred.
• Strong coaching, communication, escalation handling and performance-management skills.
• Ability to read service metrics, identify behaviour and process gaps, follow through on action plans and create an engaged, accountable team culture.
• Confidence using customer support systems, workforce tools, quality feedback, Google Maps and client tools.
• Availability for flexible scheduling aligned to 24/7 roadside assistance operations, including night shift, split shifts, weekends, holidays and peak demand periods.
• A compliant work-from-home setup suitable for leading a voice-based customer support team.
• Willingness to work onsite during the certification training for the first 30 days in Ortigas, Pasig City

Nice to Have

• Roadside assistance, dispatch, urgent-service coordination or client-managed program experience.
• Experience partnering with Operations, Training, Quality, Workforce Management or People & Culture to improve attendance, readiness, engagement and performance.
• Exposure to quality calibration, real-time floor support, coaching frameworks or performance improvement plans.

Who This Role Suits

• You enjoy helping agents succeed and are comfortable coaching in real time.
• You stay calm during urgent customer situations and can help others make sound decisions under pressure.
• You like building team culture where service quality, learning and performance are connected.

Application Process

The first step in our recruitment process is an online assessment. Successful candidates will be contacted for the next stage, which may include a background check, photo ID verification and completion of client certification, assessments and security training.