Student Services - Team Leader

LEAD WITH PURPOSE, EMPOWER STUDENTS, AND DRIVE SERVICE EXCELLENCE!

As a Student Support Team Leader, you'll play a key role in building a high-performing student support operation, leading a team of Student Service Advisors who assist students through phone calls, email, live chat, video calls, and other communication channels. You'll help ensure every student receives timely, accurate, and empathetic support while driving service quality, productivity, and student satisfaction.

This is an exciting opportunity to help shape a growing student contact centre, coach and develop a team, and build strong working relationships with onshore clients and university stakeholders. If you enjoy helping people, thrive in a fast-paced customer service environment, and use data to guide decisions and improve performance, this role offers the opportunity to make a meaningful impact on the student experience.

HERE'S HOW YOU'LL MAKE AN IMPACT:

Lead, Coach, and Develop Your Team:

• Lead, motivate, and support a team of Student Service Advisors through regular coaching, one-on-one sessions, performance reviews, and ongoing development.
• Foster a culture of accountability, collaboration, engagement, and continuous learning while supporting onboarding and training for new team members.

Oversee Multichannel Student Support

• Ensure the team delivers excellent student service across phone calls, email, live chat, video calls, and other digital communication channels.
• Monitor service levels, manage workloads, address escalations, and ensure student enquiries are handled accurately, professionally, and empathetically.

Drive Performance through Data and Reporting

• Track and analyze team performance, including productivity, quality, service levels, response times, and student satisfaction against agreed KPIs.
• Prepare and present performance updates, insights, and improvement recommendations directly to onshore clients and stakeholders.

Champion Quality and Student Experience

• Support advisors in resolving complex enquiries, improving first-contact resolution, and delivering consistent, student-centred service.
• Use quality reviews, student feedback, and contact trends to identify service gaps, address recurring issues, and strengthen the overall student experience.

Support Continuous Improvement

• Identify opportunities to improve workflows, knowledge resources, case management, and student support processes.
• Work with onshore stakeholders and internal teams to implement service improvements, adapt to changing contact volumes, and support the growth of the contact centre.

THE IDEAL CANDIDATE:

• Experience leading or supervising a customer service, contact centre, or student support team in a fast-paced environment.
• Experience in high-volume customer service; candidates with higher education, academic administration, or student services experience are encouraged to apply.
• Proven ability to coach, motivate, and develop team members while managing performance against KPIs and service standards.
• Strong analytical and numerical skills, with the ability to interpret operational data, prepare performance reports, and recommend data-driven improvements.
• Excellent verbal and written communication skills, with the confidence to present results, discuss performance, and report directly to onshore clients.
• Experience managing customer interactions across multiple channels, including phone, email, live chat, and other digital platforms.
• Strong problem-solving, prioritization, and escalation management skills, with a focus on service quality and customer satisfaction.
• Experience using CRM or case management systems, quality assurance tools, and operational reporting platforms is an advantage.
• A proactive, empathetic, and adaptable leader who enjoys helping others and building a positive, high-performing team.

WORK ARRANGEMENT & SCHEDULE

• Work arrangement: Onsite in Bridgetowne, Quezon City
• Current schedule: 4:00 PM–1:00 AM Philippine time
• Schedule flexibility: Working hours may change as the account grows and transitions toward 24/7 operations, depending on business needs and support coverage requirements.
• Target start date: November 23, 2026

ABOUT GUS EDUCATION PH: YOUR VISIONARY PARTNER

Now in our 7th year of operations, GUS Education PH is proud to be Great Place to Work® Certified for three consecutive years. We believe people can soar when they're guided with purpose and uplifted with care.

When you join our team, you become part of a collaborative and growing organization where your leadership, ideas, and contributions help create meaningful experiences for students while supporting the success of our global partners.

WHAT WE OFFER:

• HMO coverage for you and up to 2 dependents, plus Life Insurance
• Training Programs & Learning Opportunities
• 30 PTOs and Leave Conversion
• Parental & Maternity Benefits
• Transportation, Internet, Clothing, Laundry & Rice Allowances

If you're a people-focused leader who thrives in a fast-paced environment, enjoys coaching others, and knows how to turn performance data into better service outcomes, we'd love to hear from you.

Join GUS Education PH and help us build a student support experience where every interaction makes a difference.

By submitting your application, you acknowledge and consent for GUS Education PH to collect, process, and store your personal information for recruitment and employment-related purposes. Your information will be used solely to assess your qualifications, communicate with you regarding your application, and facilitate the recruitment process. Personal data will be handled confidentially, accessed only by authorized personnel, and processed in accordance with the Company's Data Privacy Policy and applicable data privacy laws.

Please note that all applications are routed through our Applicant Tracking System and are reviewed by our recruitment team. Due to the volume of applications we receive, processing times may vary, but every application is carefully considered.