Hire a Customer Support Team Lead Who Builds Service Excellence
Find experienced support leaders who transform customer complaints into growth opportunities. Not just ticket handlers, but relationship builders.
Save up to 65% on talent costs.
Why Should You Hire a Customer Support Team Lead with Penbrothers
Overview of the Role
Your Customer Support Team Lead builds the systems that turn frustrated customers into loyal advocates. They think strategically about customer journeys, team performance, and service quality. But they also coach daily interactions, resolve escalations, and measure what actually drives satisfaction. Not just support managers. Customer experience architects.
Candidate Skillset
They’re fluent in helpdesk and customer success platforms. The technical foundation is solid. But here’s what sets them apart: they understand customer psychology, can de-escalate any situation, and think in terms of lifetime value rather than just resolution times. Experience with SaaS, e-commerce, or subscription businesses where retention matters.
- Team Leadership & Coaching
- Escalation Management
- Customer Journey Optimization
- Performance Analytics
- Cross-functional Collaboration
How We Vet Customer Support Team Lead Candidates
We don’t just verify leadership and support experience. Every Customer Support Team Lead candidate completes real team management scenarios that demonstrate their ability to lead support teams while maintaining high service standards and team performance.
Every candidate goes through validated skills assessments powered by TestGorilla:
- Leadership & People Management: Evaluates team coordination, performance management, and coaching capabilities
- Customer Service: Tests advanced service delivery and escalation handling skills
- Communication: Assesses ability to facilitate team discussions and communicate with senior management
- Problem Solving: Measures strategic approach to team challenges and process improvement initiatives
Have specific assessment requirements?
We seamlessly integrate your custom tests, leadership simulations, or team management evaluations into our vetting process. Whether using our standard assessments or your specialized requirements, only candidates who demonstrate genuine expertise make it through our evaluation.
Ways They'll Collaborate with and Make an Impact on Your Team
Your Customer Support Team Lead becomes the voice of your customers across departments. Sales needs feedback on objections. Product needs user pain points. They understand how support connects to business growth, not just problem resolution. They’ll build experiences that retain and expand.
Calculate your savings
See how much you save by hiring a Cybersecurity Analyst from the Philippines versus traditional hiring.
Hire an Experienced Customer Support Team Lead in the Philippines
Whether you're establishing customer support leadership or scaling your service team, we offer three levels of expertise:
Junior Customer Support Team Lead
- Leads small support teams
- Manages daily ticket workflows
- Handles basic escalations
- Tracks team performance metrics
- Coordinates with other departments
| Years of Experience | 3 + |
| Talent Location: | Philippines |
| Monthly Salary: | $1,644 |
Mid-Level Customer Support Team Lead
- Manages larger teams
- Develops support processes
- Owns customer satisfaction scores
- Creates training programs
- Implements quality standards
| Years of Experience | 5 + |
| Talent Location: | Philippines |
| Monthly Salary: | $1,966 |
Senior Customer Support Team Lead
- Leads enterprise support operations
- Designs customer experience strategy
- Manages multi-channel support teams
- Drives retention and expansion
- Partners with executive leadership
| Years of Experience | 9 + |
| Talent Location: | Philippines |
| Monthly Salary: | $2,180 |
Start Hiring Customer Support Team Lead
with Penbrothers Today
For standard roles, we deliver pre-vetted candidates within 3-5 days. Interview only qualified professionals, hire faster, and build your financial foundation with confidence.
Chantelle Cassin
Talent Acquistion Manager, Propeller Aero
See How Our Customer Support Talents Scaled Propeller’s Global Support Operations.
Chantelle Cassin
Talent Acquistion Manager, Propeller Aero
09
Tech Roles Hired
30 days
Time to hire
$1,000
Average Salary
Penbrothers makes outsourcing to the Philippines work long-term
Hire within days.
Skip the lengthy recruitment cycles. Our pre-vetted talent pool allows you to hire fast — often in under a week.
Save up to 70% on salaries
Build a cost-efficient team without compromising on skill, culture fit, or reliability.
Hypercare Onboarding Experience
We go beyond placement. From Day 1 to Day 180, we provide structure, check-ins, and support to ensure success for both you and your new hire.
How it works
Discovery Call
Let’s understand your goals, timelines, and the kind of talent you need.
Solution Presentation
We present a custom setup with the roles and structure to build your remote team.
Find and Hire
We source, screen, and present top candidates from our curated pool of Filipino professionals. You choose who fits best, we handle the rest.
Hypercare Onboarding
Once hired, we stay involved. From Day 1 to Day 180, our team supports onboarding, engagement, and early success.
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Frequently asked questions
How long does the vetting process take?
Our complete scouting and vetting process takes up to 30 days. This includes sourcing, rigorous screening, skills assessments, and client interviews to ensure the best candidate fit for your team.
What is the Penbrothers Hypercare Framework?
Hypercare is our 90-day post-hire support program. It ensures seamless onboarding, proactive check-ins, performance tracking, and structured feedback loops to set up your offshore team for long-term success.
What kinds of roles do you specialize in?
We specialize in building offshore teams across tech, product, design, marketing, finance, and customer support. Our approach is tailored to each client’s operational needs and growth stage.
Do I need to set up a local entity in the Philippines?
No need. Penbrothers serves as your local employment and compliance partner, so you can legally and efficiently hire full-time offshore staff without setting up a legal entity.
What timezone will my offshore team work in?
Our offshore teams can work in your timezone, Philippine business hours, or a hybrid setup depending on the role and your operational requirements.
Start Building Your Customer Experience Team Today
Great customer support leadership transforms businesses. With Penbrothers, you get results-driven Filipino Customer Support Team Leads built for retention and long-term growth.
