Customer Experience Lead

Monee; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Monee is seeking a Customer Service Lead to oversee daily operations of the customer support function across channels, build and coach a high-performing team, manage escalations, and drive service improvements using data-driven insights. You will collaborate with product, operations, and marketing to align customer experience with business goals.

Ideal candidates have 5–7 years in customer service management within fintech or digital payments, strong leadership and communication skills, and

Qualifications

• Requires 5–7 years of experience in customer service management within fintech/digital payments.
• Strong leadership, communication, and people-management skills.
• Data-driven mindset with ability to translate metrics into actions.
• Experience with customer service software and CRM tools.

Responsibilities

• Lead, guide, and coach a team of customer service representatives to deliver service excellence.
• Develop staffing schedules to ensure coverage across channels (phone, email, chat, social).
• Define and execute customer support strategy to improve response and resolution times.
• Oversee escalation handling and maintain professional, empathetic customer interactions.

Skills

Team Leadership

Customer Service

Data Analysis

Communication

Empathy

Tools

Zendesk

Freshdesk

Salesforce

Job description

Monee is seeking a Customer Service Lead to oversee daily operations of the customer support function across channels, build and coach a high-performing team, manage escalations, and drive service improvements using data-driven insights. You will collaborate with product, operations, and marketing to align customer experience with business goals.

Ideal candidates have 5–7 years in customer service management within fintech or digital payments, strong leadership and communication skills, and