Community Experience Lead & Brand Advocate

BEAWESOME, INC.; Davao City; On-site; PHP 400,000 - 700,000; Full time

Job summary

Transcom is seeking a Community Experience Team Lead for its Awesome CX by Transcom in Davao. The role drives day-to-day agent activity, coaching, and escalation for Community channels to protect brand integrity and foster authentic engagement.

Ideal candidates excel at leadership, feedback delivery, and balancing transparency with professionalism across public interactions, while motivating a team to deliver exceptional customer experiences.

Qualifications

• Proven ability to lead and inspire a team of agents.
• Delivers clear, actionable feedback for performance improvement.
• Sees community management as a brand experience channel.
• Upholds brand voice and public accountability in all responses.

Responsibilities

• Lead day-to-day activity of the Community Team.
• Coach agents and provide feedback loops for quality responses.
• Monitor performance against department KPIs and reports.
• Serve as first escalation point for Community issues.
• Ensure public interactions mirror company values and trust.
• Navigate high-visibility or sensitive situations with empathy.

Skills

Natural leader

Inspires others

Actionable feedback

Brand experience channel

Brand steward

Empathy and professionalism

Team-oriented

Coaching mindset

Strong written communicator

Emotional intelligence

Calm under high emotion

Job description

Transcom is seeking a Community Experience Team Lead for its Awesome CX by Transcom in Davao. The role drives day-to-day agent activity, coaching, and escalation for Community channels to protect brand integrity and foster authentic engagement.

Ideal candidates excel at leadership, feedback delivery, and balancing transparency with professionalism across public interactions, while motivating a team to deliver exceptional customer experiences.