Customer Experience Manager | Hybrid—Lead & Elevate CX

intrepid asia; Philippines; Hybrid; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Comprehensive insurance

Ample paid leave

Job summary

Intrepid Asia is seeking a motivated and experienced Customer Experience Manager to lead our CX Team in Manila with a hybrid work arrangement. You will oversee day-to-day operations, coach agents, and ensure high-quality customer interactions across chat, phone, and in-person channels.

You will translate customer data into actionable insights, collaborate with stakeholders, and drive regional CX initiatives. A strong English proficiency and passion for customer service are essential.

Qualifications

• Minimum of 3 years experience as Customer Service Manager in an e-Commerce or BPO/Captive Environment.
• Graduate of any bachelor's degree
• Excellent English in written and verbal skills; Strong organizational, time management, and analytical skills
• Proficient in MS Office Suite and Google Business Suites
• Have a great passion for the customer service industry and customer focus mindset
• Advantage if has background or exposure to SEA E-Commerce Market

Responsibilities

• Manage day-to-day operations of the CX Team through effective people leadership, coaching and developing customer experience agents, and using Quality Control as a coaching tool
• Directly handle customers' inbound chats if needed, and acts as a backup chat agent. Manage customer concerns and escalations through effective collaborations with relevant stakeholders, internally and externally. This includes but is not limited to outbound chat, phone calls, and in-person meetings
• Collect and translate data into business insights such as but not limited to efficiency, contact reasons, the voice of the customer, and platform key performance indicators. This can be in the form of spreadsheets reports and/or presentations
• Manage the CX Team's compliance with standard operating procedures outlined in the brand spilesheets, CX University, and Intrepid's Code of Conduct
• Manage department staffing data including but not limited to scheduling and brand groupings, overtime calculation, and payroll tracking
• Implement the Regional Customer Experience initiatives

Skills

Excellent English

Analytical skills

People leadership

Organization & time management

Customer focus mindset

Sea E-Commerce market knowledge

Education

Bachelor's degree

Tools

MS Office Suite

Google Workspace

Job description

Intrepid Asia is seeking a motivated and experienced Customer Experience Manager to lead our CX Team in Manila with a hybrid work arrangement. You will oversee day-to-day operations, coach agents, and ensure high-quality customer interactions across chat, phone, and in-person channels.

You will translate customer data into actionable insights, collaborate with stakeholders, and drive regional CX initiatives. A strong English proficiency and passion for customer service are essential.