Customer Experience Leader: Lead Support Ops & Quality

JoyRide Superapp; Rizal; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

HMO

Employee Discounts

Parking Space

Company Equipment

Job summary

JoyRide Superapp is seeking a Customer Experience Manager to oversee our Customer Support team, drive day-to-day operations, and develop supervisors in Rizal, Philippines. This on-site role emphasizes timely, high-quality customer interactions and cross-functional collaboration.

You will monitor KPIs, coach leaders, and implement process improvements across product, operations, and engineering to enhance the overall customer journey.

Qualifications

• Bachelor's degree in Business, Communications, Management or a related field.
• 5+ years of experience in Customer Support, Customer Service, or Customer Operations.
• 2+ years in a managerial role leading supervisors, team leaders, or similar leadership positions.
• Experience managing customer support operations and improving processes.
• Strong leadership, communication, coaching, and problem-solving skills.

Responsibilities

• Oversee the daily operations of the Customer Support team through Support Supervisors.
• Monitor team performance and ensure service levels and operational goals are achieved.
• Review and improve support processes, workflows, and standard operating procedures.
• Identify operational gaps and recommend practical solutions to improve efficiency and customer satisfaction.
• Ensure customer communications are accurate, professional, and aligned with company standards.
• Develop, review and update customer support spiels, templates, FAQs, and knowledge base articles.
• Monitor the quality of customer interactions and provide coaching and guidance to supervisors.
• Help maintain consistent service quality across all customer support channels.
• Monitor key performance metrics such as response time, resolution time, customer satisfaction, quality scores, and escalations.
• Prepare regular reports and recommend action plans based on performance trends and customer feedback.
• Use data to identify opportunities for continuous improvement.
• Handle complex customer concerns and high-priority escalations.
• Investigate recurring issues and work with relevant teams to implement long-term solutions.
• Work closely with Product, Operations, Marketing, Engineering, Driver Management, and other teams to improve the customer experience.
• Ensure the Support team is promptly informed on new policies, product features, and operational changes.
• Coach, mentor, and develop Customer Support Supervisors.
• Build a culture of accountability, teamwork, and continuous improvement.
• Identify training needs and support the professional development of the team.

Skills

Leadership

Communication

Coaching

Problem-solving

KPI monitoring

Excel/Sheets

Education

Bachelor's degree in Business, Communications, Management or related field

Tools

CRM platforms

Excel/Google Sheets

Job description

JoyRide Superapp is seeking a Customer Experience Manager to oversee our Customer Support team, drive day-to-day operations, and develop supervisors in Rizal, Philippines. This on-site role emphasizes timely, high-quality customer interactions and cross-functional collaboration.

You will monitor KPIs, coach leaders, and implement process improvements across product, operations, and engineering to enhance the overall customer journey.