Customer Experience Lead & Coach

Angkas (DBDOYC, Inc); Philippines; Hybrid; PHP 558,000 - 893,000; Full time

Benefits offered by this job

Work-life balance

Free meals

Gym access

Career advancement

Competitive salary

Start-up energy

Global vibes

Tech-driven culture

Job summary

Angkas (DBDOYC, Inc) seeks a Customer Experience Supervisor to lead a team of CX Associates and SMEs in the Philippines. The role focuses on monitoring performance, coaching, and driving service excellence across the network.

You will hire, train, mentor, and evaluate staff, implement process improvements, and ensure timely resolution of escalated issues. Flexible onsite/remote work options are available within a hybrid setup.

Qualifications

• Bachelor's degree or equivalent customer service experience.
• Minimum of 5 years of supervisory experience or 2-3 assistant manager roles.
• Proven leadership and supervisory experience.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and meet deadlines to achieve team targets.
• Proficiency in customer service software and systems.
• Amenability to work as Escalation POC during weekend (rotation based).

Responsibilities

• Monitor team performance and identify areas for improvement.
• Resolve team conflicts and address employee concerns.
• Hire, lead, train, coach, mentor Customer Experience Associates and Team Lead, providing guidance and support to excel.
• Conduct performance evaluations and provide regular feedback.
• Develop and implement customer service process improvements to streamline operations and enhance efficiency.
• Monitor and evaluate team performance, providing constructive feedback and coaching to improve results.
• Handle escalated customer issues and complaints, investigating and resolving them to achieve satisfaction.
• Collaborate with other lines of business and cross-functional departments to resolve issues and ensure a seamless experience.
• Identify and address training/QA needs based on quality assurance findings on behavioral trends.
• Coordinate with stakeholders on observations, callouts and process improvements.
• Achieve or exceed daily/monthly targets and other key objectives assigned by Supervisor.
• Adhere to company policy and procedures.
• Participate in ongoing training and development programs.
• Accept other associated responsibilities and projects as needed.

Skills

Leadership

Customer service

Problem solving

Communication

Interpersonal skills

Team targets

Decision making

Education

Bachelor's degree

Tools

Customer service software

Job description

Angkas (DBDOYC, Inc) seeks a Customer Experience Supervisor to lead a team of CX Associates and SMEs in the Philippines. The role focuses on monitoring performance, coaching, and driving service excellence across the network.

You will hire, train, mentor, and evaluate staff, implement process improvements, and ensure timely resolution of escalated issues. Flexible onsite/remote work options are available within a hybrid setup.