Outsource Solutions is a service company specializing in assisting clients in finding the right partners to build, operate, and manage projects according to their specific requirements at a reasonable cost. We are committed to delivering optimal solutions that help clients save time and resources while ensuring the highest operational efficiency.
With a customer- centric approach, Outsource Solutions continuously enhances the quality of our services to provide the best possible experience. At the same time, we foster a professional, transparent, and equitable working environment where every employee is valued and given opportunities for growth.
If you are looking for a stable workplace with abundant learning and development opportunities, Outsource Solutions is the ideal choice to accompany you on your career journey.
Job Overview
We are seeking a highly motivated and experienced Customer Service Team Leader to lead our English- Speaking customer service team serving the US market (financial service- debt settlement). The ideal candidate is a U.S. citizen and native English speaker with proven hands- on experience in customer service and team supervision. You will play a key role in ensuring service quality, coaching team members, managing KPIs, and driving performance excellence on the night shift.
What is “debt settlement”?
Debt settlement is the process of negotiating with creditors to reduce the total amount owed.
It’s typically used by consumers who are experiencing financial hardship and can’t keep up with minimum payments. Rather than paying the full balance, the goal is to reach an agreement to pay a reduced lump sum or structured payments.
CUSTOMER SERVICE TEAM LEADER (ENGLISH SPEAKING- ONLY EXPAT- BASE IN HCMC)
Night Shift Fulltime in the company (HCMC, District 3)
JOB RESPONSIBILITIES:
Perform other duties as assigned by the management team.
Organize and lead regular team meetings to review performance and report progress to management.
Lead a team of 5~10 English- Speaking Customer Service Specialists working night shifts. Monitor, evaluate, and assess the quality of work and expertise of employees, ensuring adherence to procedures and job standards, and driving team members to meet KPIs regularly.
Conduct regular coaching sessions, 1- on- 1 meetings, and performance evaluations.
Handle internal team issues under management&039;s purview, implement company policies and regulations to ensure consistency and task completion.
Monitor conversation quality and provide structured, actionable feedback to team members.
Supervise day- to- day operations, assign tasks, monitor workflow, and ensure agent productivity.
Handle escalated customer issues with professionalism, empathy, and efficiency.
REQUIREMENTS:
American citizen currently residing in Ho Chi Minh City with legal right to work (mandatory requirement).
Experience working with customers via phone, or live chat.
Willingness to work night shift (US hours) at the company in District 3, HCMC.
Minimum of 2–3 years of experience in customer service roles, including at least 1 year in a team leader or supervisory position managing 7–10 members.
Proficient in time management, task progress management, and tight team management in a high- pressure environment.
Native English speaker with clear communication and excellent grammar.
Preference will be given to candidates who:
Can start working immediately, attend interviews, and start work promptly.
Having a background in debt settlement, financial services, or customer care BPO is a plus.
Have previously worked with US banks.
WE CAN OFFER:
Access to a pantry with free tea, snacks, coffee, noodles, etc., daily. Microwave, refrigerator, hot and cold water dispenser with a view of the city.
Receive comprehensive training on company processes before starting work- continuous supervision and guidance from management until proficiency is achieved.
Team building activities and a 13th- month salary based on the company&039;s business performance.
Working environment: young, dynamic, productive & speed- focused with various departments and over 60 employees.
Competitive salary commensurate with capabilities. Fair evaluation and opportunities for career advancement.
Full participation in social insurance according to government regulations.
Annual regular health check- ups.
Competitive salary: $3000/month.
The company provides all the necessary work equipment.
Training on software usage such as CRM, ZOOM as required by the company.
Work in a foreign- friendly and professional environment.
Separate designated rest area during lunch break.
JOB DETAILS:
Industry: Financial services in the US market (No insurance, No lending).
Working hours: 21:00- 6:00, 22:30 – 07:30 or 23:30- 8:30, 5 days/ week (working by US business hours).
Employment type: Full- time (Night shift) at the company, remote/hybrid working are not accepted.
Interview process:
+ Round 2: Cultural Interview & Test English
+ Round 1: CV Screening & Phone Interview
+ Round 4: Offer letter
+ Round 3: Professional Interview with Manager
Note: Applications that do not meet the nationality and location requirements will not be considered.
Location: 60/15 Ly Chinh Thang Street, District 3, HCM City.
Join our dynamic team and be part of an organization dedicated to delivering exceptional service and support to our valued clients across the United States. Apply now and embark on a rewarding career journey with Outsource Solutions!
