Customer Experience Lead - Remote, Growth & Impact

Angkas; Makati; Hybrid; PHP 670,000 - 1,116,000; Full time

Benefits offered by this job

Flexible work

Free meals

Gym access

Career growth

Competitive salary

Startup energy

Global vibes

Tech-driven culture

Job summary

Angkas in Manila is seeking a Customer Experience Supervisor to lead a team of Customer Experience Associates and escalation specialists, ensuring top-tier support and smooth operations for riders and customers.

You will hire, train, coach, conduct performance reviews, implement process improvements, monitor metrics, and collaborate with cross-functional teams to resolve issues and drive customer satisfaction.

Qualifications

• Bachelor's degree in a relevant field or equivalent customer service experience.
• Minimum of 5 years of supervisory or 2-3 assistant manager role.
• Proven leadership and supervisory experience.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure, meet deadlines, and achieve team targets.
• Proficiency in customer service software and systems.
• Amenability working 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 Leads, providing guidance to excel.
• Conduct performance evaluations and provide regular feedback.
• Develop and implement customer service process improvements to streamline operations.
• Monitor and evaluate performance, providing coaching to improve results.
• Handle escalated customer issues and resolve them to achieve satisfaction.
• Collaborate with other lines of business and cross-functional departments to resolve issues.
• Identify training/QA needs based on quality assurance findings and coordinate improvements.
• Achieve or exceed daily/monthly targets and other key objectives.
• Adhere to company policy and procedures.
• Participate in ongoing training and development.
• Accept other responsibilities as needed.

Skills

Leadership

Customer service mindset

Communication

Interpersonal skills

Problem solving

Resilience

Escalation handling

Education

Bachelor's degree or equivalent

Tools

Customer service software

Job description

Angkas in Manila is seeking a Customer Experience Supervisor to lead a team of Customer Experience Associates and escalation specialists, ensuring top-tier support and smooth operations for riders and customers.

You will hire, train, coach, conduct performance reviews, implement process improvements, monitor metrics, and collaborate with cross-functional teams to resolve issues and drive customer satisfaction.