Customer Care Team Leader

Emapta Global; Quezon City; Hybrid; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

Day 1 HMO coverage with dependent

Competitive salary package

Day shift schedule

Hybrid work setup

Laptop provided

Salary advance program

Upskilling via Emapta Academy

Gym access

Lifestyle perks

Employee referral incentives

20 annual leaves

Job summary

Emapta leads a dynamic Customer Care team focused on delivering superior experiences for growing families in Australia. The role covers day-to-day leadership of 8–15 agents across live chat, email, and tickets, with a focus on service levels, resource planning, and cross-functional collaboration.

Based in Quezon City with hybrid work arrangements, you will mentor leaders, drive performance, and champion continuous improvement while balancing customer and business outcomes.

Qualifications

• 3–5 years of people leadership in retail, customer service, or fast-paced environment
• Experience coaching, developing, and motivating teams
• Strong understanding of retail customer experiences across stores, online, and care channels
• Experience supporting customers across live chat, email, and digital channels
• Experience managing complex customer escalations and applying sound judgement

Responsibilities

• Lead 8–15 Customer Care Officers across channels to ensure high performance and accountability
• Own daily service delivery, queues, schedules, and channel allocation
• Partner with Australian and offshore teams to balance workloads and outcomes
• Monitor key performance measures and translate insights into actions
• Coach and develop team members through 1:1s, feedback, and recognition
• Manage day-to-day performance, attendance, and behavior with escalation handling
• Ensure efficient resolution of inquiries with ownership and first-touch resolution
• Build cross-location one-team culture and drive adoption of change
• Provide operational leadership when leaders are unavailable
• Ensure compliance with policies, privacy, and regulatory requirements

Skills

People leadership

Retail leadership

Coaching & development

Multichannel support

Escalation management

Data-driven decisions

Stakeholder management

Change management

Communication skills

Cross-functional collaboration

Job description

Lead Better Customer Experiences for Growing Families

Make every customer interaction part of a better parenting journey. As a Customer Care Team Leader, you'll lead high-performing teams, strengthen multichannel service, and improve customer experiences across Australia's maternity and baby retail industry. Grow your international leadership expertise and take your global customer care career further with Emapta.

Your Global Customer Care Leadership Career at a Glance

• Employment Type: Full-time
• Shift: Day Shift, Rotating Days Off
• Work Setup: Hybrid, SM North EDSA, Quezon City
• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Day Shift Schedule
• Prime office location in Quezon City (Conveniently accessible by PUVs, with nearby restaurants and banks)
• Fully customized Emapta laptop with peripherals
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your own discretion upon regularization.
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

Leadership & Customer Care Experience

• At least 3 to 5 years of relevant experience, including previous people leadership experience within retail, customer service, contact centre, or a similarly fast-paced, high-volume operational environment
• Demonstrated experience in coaching, developing, and motivating team members, including individual and team performance management
• Strong understanding of retail customer experiences and the interaction between stores, online channels, and Customer Care, highly desirable
• Experience in supporting customers across multiple service channels, including live chat, email, and digital channels
• Demonstrated experience in managing complex customer escalations and applying sound judgement to achieve appropriate customer and business outcomes
• Experience in interpreting customer, operational, and performance metrics and translating data into clear actions and performance improvements
• Confidence in working across multiple digital systems, with the ability to quickly learn, adopt, and champion new technology
• Demonstrated experience in supporting or leading operational, process, and organizational change
• Ability to build effective working relationships across retail stores, support functions, and geographically dispersed teams to deliver consistent customer outcomes
• Flexibility to work additional or varied hours in response to business requirements, retail trading, and customer demand
• Strong people leadership skills, with the ability to coach, motivate, develop, and hold team members accountable
• Strong customer and commercial judgement, with the ability to balance customer needs with operational and business outcomes
• Ability to lead effectively in a fast-paced, dynamic, and high-volume environment, prioritize competing demands, and respond quickly to change
• Strong analytical and problem-solving skills, with the ability to use customer and operational data to identify issues and drive action
• Excellent written and verbal communication skills, with the ability to influence and adapt communication across different audiences
• Confidence in managing complex situations, escalations, and conflicts calmly and effectively
• Strong stakeholder management and collaboration skills, with the ability to build alignment across Australian and offshore teams and broader business functions
• Ability to lead through change and build engagement with new processes, technology, and ways of working
• High levels of resilience, adaptability, accountability, and ownership, supported by a strong continuous improvement mindset

Workplace Health & Safety

• Commitment to maintaining safe work practices and promoting compliance with WHS standards, including the identification, reporting, and management of hazards, incidents, and safety concerns in accordance with company procedures

Your Daily Tasks

Customer & Operational Leadership

• Lead the day-to-day performance of 8-15 Customer Care Officers across live chat, email, ticketing, occasional phone support, and other customer contact channels to build a high-performing, engaged, and accountable team.
• Own daily service delivery across customer demand, service levels, queues, productivity, schedules, adherence, and channel allocation, and adjust resources and priorities as required.
• Partner across Australian and offshore Customer Care teams to balance workloads, share knowledge, and deliver consistent customer and operational outcomes.
• Monitor key customer and operational performance measures and translate insights into targeted performance and coaching actions.
• Coach and develop team members through regular 1:1s, quality reviews, feedback, recognition, cross-skilling, and development, with clear expectations for performance, behaviors, and customer experience.
• Manage day-to-day people performance across productivity, quality, attendance, adherence, and behavior, address concerns promptly, and partner with leaders and People & Culture on formal matters when required.
• Ensure efficient resolution of customer enquiries, with a focus on ownership, first-touch resolution, and fewer unnecessary hand-offs.
• Manage complex customer escalations within delegated authority and apply sound judgement to achieve appropriate resolutions.
• Balance customer, commercial, and operational outcomes to ensure fair, consistent decisions aligned with business expectations.
• Build a strong one-team culture across locations and promote collaboration, consistent ways of working, and effective adoption of operational and organizational change.
• Provide broader operational leadership and decision-making support when the Customer Care Manager or relevant leader is unavailable.
• Ensure consistent compliance with policies, procedures, knowledge standards, privacy, security, and regulatory requirements while applying appropriate judgement to achieve strong customer outcomes.
• Build team capability and confidence across Customer Care systems, digital tools, automation, and AI-enabled technology to ensure accurate and consistent use.
• Identify recurring customer pain points, process gaps, system limitations, and operational inefficiencies through customer feedback, frontline insights, and performance data.
• Own improvement initiatives and collaborate across functions to address broader opportunities and strengthen customer and operational outcomes.
• Contribute frontline customer and team insights to continuous improvement initiatives and broader Customer Experience priorities.
• Lead the adoption of new technology, processes, policies, and ways of working, and ensure the team understands the purpose, expected outcomes, and individual responsibilities.
• Monitor the effectiveness of operational changes and provide feedback and recommendations to support ongoing improvement.

Stakeholder Management & Engagement

• Build strong working relationships across Customer Care, retail stores, Online, Supply Chain, and other support functions to deliver seamless customer outcomes.
• Partner closely with Australian and offshore Customer Care leaders and teams to maintain strong communication, alignment, and shared accountability for overall performance.
• Collaborate with stakeholders to resolve complex customer matters, remove barriers to resolution, and reduce unnecessary customer hand-offs.
• Advocate for the customer while balancing customer, operational, and commercial considerations to achieve appropriate outcomes.
• Share customer insights, emerging themes, operational risks, and improvement opportunities across teams and locations to support consistency and informed decision-making.
• Escalate material customer, operational, people, or business risks promptly, with appropriate context and recommended actions.
• Represent Customer Care professionally in cross-functional meetings, projects, and improvement initiatives, and contribute frontline expertise and customer insights.

About the Client

Our client is a leading Australian maternity and baby goods retailer dedicated to supporting parents and growing families. They offer an extensive range of prams, car seats, nursery furniture, feeding essentials, clothing, toys, safety products, and everyday baby needs through stores and digital channels. Beyond retail, they provide car seat installation, gift registries, personalized shopping, breast pump hire, and Click & Collect, combining specialist products, practical services, and knowledgeable support throughout the parenting journey.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.