Customer Experience Lead – Help Desk Operations

MAESTRO HOLDINGS; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

MAESTRO HOLDINGS is seeking a Senior Supervisor – Customer Experience (Help Desk) to lead our Help Desk operations and Branch Service Assistants in Makati, ensuring seamless, high‑quality support across all channels.

You will supervise daily Help Desk activities, coach BSAs, ensure proper ticket logging, classification, and timely resolution, and coordinate with branches and internal service units to drive service improvements.

Qualifications

• Experience leading Help Desk teams and service delivery.
• Strong ticketing and data accuracy practices.
• Ability to coach BSAs and ensure process adherence.

Responsibilities

• Oversee daily Help Desk operations and ticket logging.
• Supervise Branch Service Assistants and coaching.
• Review tickets for accuracy and turnaround times.
• Coordinate with branches and internal units.
• Support CX initiatives and reporting.
• Ensure compliance with policies and data privacy.
• Perform other CX duties as assigned.

Job description

MAESTRO HOLDINGS is seeking a Senior Supervisor – Customer Experience (Help Desk) to lead our Help Desk operations and Branch Service Assistants in Makati, ensuring seamless, high‑quality support across all channels.

You will supervise daily Help Desk activities, coach BSAs, ensure proper ticket logging, classification, and timely resolution, and coordinate with branches and internal service units to drive service improvements.