Chat Support Lead: Elevate Customer Experience

VALUEHOME FURNITURE TRADING; Davao City; On-site; PHP 420,000 - 540,000; Full time

Job summary

Valuehome Furniture Trading in Davao City is seeking a Chat Support Lead Specialist to supervise our chat team and maintain high service standards. The role bridges frontline support and management, ensuring prompt, professional, and empathetic assistance across chat channels.

You will lead escalation handling, monitor quality metrics, train new agents, and drive process improvements while collaborating with other departments to enhance customer satisfaction.

Qualifications

• 2–3 years in a supervisory or lead customer service role.
• Excellent written communication and empathy through chat.
• Strong leadership to motivate and manage a team.
• Ability to handle challenging customer situations with patience.

Responsibilities

• Handle complex and escalated inquiries with professionalism and efficiency.
• Monitor chat interactions and quality metrics, identifying opportunities for improvement.
• Respond to customer inquiries promptly via chat, providing accurate information.
• Maintain knowledge of product range, policies and procedures to support customers and team.
• Contribute to chat support documentation, FAQs and response templates.
• Track and report on team performance metrics (response times, satisfaction, resolution).
• Collaborate with other departments to resolve issues and improve service delivery.
• Train new team members on chat protocols and policies.
• Identify trends in inquiries and provide insights for improvements.

Skills

Leadership

Chat support platforms

CRM systems

Written communication

Time management

Team training

Process improvement

Multitasking

Retail knowledge

Tools

CRM software

Job description

Valuehome Furniture Trading in Davao City is seeking a Chat Support Lead Specialist to supervise our chat team and maintain high service standards. The role bridges frontline support and management, ensuring prompt, professional, and empathetic assistance across chat channels.

You will lead escalation handling, monitor quality metrics, train new agents, and drive process improvements while collaborating with other departments to enhance customer satisfaction.