Channels Performance Specialist

Spreetail; Manila; Remote; PHP 335,000 - 614,000; Full time

Job summary

Spreetail is seeking a Channels Performance Specialist to manage channel health metrics and optimize customer experience processes. This remote role requires strong organization, effective communication, and a proactive problem-solving mindset to support scalable growth.

You will implement efficient task workflows, track SLA performance, and partner with leadership to drive improvements while maintaining a high standard of service for global ecommerce brands.

Qualifications

• Strong organizational skills to manage multiple priorities.
• Excellent communication and stakeholder alignment.
• Basic Excel navigation and familiarity with Microsoft applications.
• Knowledge of customer service processes.

Responsibilities

• Manage health of channel and customer experience processes.
• Implement new processes to exceed customer expectations.
• Coach team members and ensure high-quality task execution.
• Monitor SLA goals and workforce handle times.
• Report critical success metrics to leadership.
• Communicate task health progress and in-flight actions.

Skills

Organizational skills

Communication skills

Multitasking

Problem solving

Attention to detail

Persistence

Tools

Microsoft Excel

Microsoft Office

Job description

Spreetailpropels brands to increase their ecommerce market share across the globe while improving their operational costs. Learn how we are building one of the fastest-growing ecommerce companies in history: www.spreetail.com.

Spreetail is looking for Channels Performance Specialist who will be responsible for managing and exceeding channel account health performance metrics. We are looking for someone with strong organizational skills, who possesses strong knowledge of customer service processes and who communicates effectively.

How you will achieve success:

Responsible for managing the health of existing channel and customer experience task processes and implementing new processes to exceed the demands of tomorrow’s customer. Including but not limited to…

• Executing channel tasks to high quality, completion, training, and coaching team members to do the same
• Managing task coverage needs and team member task performance to achieve task SLA goals and workforce handle times
• Identifying and implementing efficiencies within task processes that improve speed to resolution, drive scalable growth, and reduce customer pain points.
• Evaluates the impact our task processes have on the overall business and reports critical success metrics that help us understand the health of the task besides SLA completion.
• Communicates with leadership task health progress and in-flight actions.

What experiences will help you in this role:

• Strong organizational skills, attention to detail, and ability to manage multiple, competing priorities simultaneously
• Action-oriented and persistence to drive solutions
• Communicates effectively (confidence, urgently, following up, aligning right stakeholders)
• Understands basics of major Microsoft applications and basic excel navigation (tables, pivots, trackers)
• Possesses strong knowledge of customer service processes

This is a remote position and requires candidates to have an available work-from-home setup

Desktop/Laptop system requirements:

• - 4th generation or higher, at least Intel i3 or equivalent processor;
• - at least 4GB RAM;
• - Windows 10 and above or MAC OSX operating system
• - You are required to provide your own dual monitors
• A strong and stable internet connection (A DSL, cable or fiber wired internet service with 10 Mbps plan or higher for primary connection)
• PC Headset
• A high-definition (HD) external or integrated webcam with at least 720p resolution.

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