Customer Experience & Support Leader

Digits Trading Corporation; Quezon City; On-site; PHP 1,004,400 - 1,674,000; Full time

Job summary

Digits Trading Corporation is seeking a Customer Support Team Lead to supervise agents, monitor CSAT, conduct coaching, and drive service excellence across channels in Metro Manila.

You will oversee complaint handling, escalate where needed, manage end-to-end customer experience, and oversee AI chatbot and automation initiatives with cross-functional coordination. The role emphasizes data accuracy, reporting, and continuous improvement to raise satisfaction and loyalty.

Responsibilities

• Supervise customer support agents handling customer inquiries, concerns, and service requests.
• Monitor individual and team performance using key metrics such as Customer Satisfaction (CSAT), Quality Scores, productivity, and response times.
• Conduct regular coaching sessions, performance reviews, and calibration activities.
• Identify skill gaps and recommend training programs, process improvements, and employee development initiatives.
• Foster a culture of accountability, collaboration, and customer-centricity.
• Ensure agents provide accurate, empathetic, and customer-focused support across all communication channels, including chat, email, social media, and phone.
• Review customer interactions to ensure professionalism, compliance with company policies, and alignment with brand standards.
• Establish and maintain service standards and response time targets.
• Serve as the escalation point for complex, high-priority, or sensitive customer concerns.
• Oversee the proper documentation, investigation, and resolution of customer complaints.
• Coordinate escalations with relevant internal departments, including operations, logistics, and product teams, to ensure timely resolution.
• Analyze complaint trends and root causes to identify opportunities for process improvements.
• Implement corrective actions and preventive measures to enhance customer satisfaction and reduce recurring issues.
• Develop and implement initiatives to improve the end-to-end customer experience.
• Gather and analyze customer feedback to identify pain points and areas for enhancement.
• Collaborate with cross-functional teams to streamline processes and improve service delivery.
• Champion customer-centric strategies that strengthen customer loyalty and retention.
• Monitor chatbot accuracy, response quality, escalation triggers, and handoff processes to live agents.
• Evaluate the impact of chatbot and automation tools on customer satisfaction and service efficiency.
• Coordinate enhancements and optimization efforts with systems and technology teams.
• Recommend automation initiatives that improve customer experience while maintaining service quality.
• Ensure accurate documentation and logging of customer interactions, complaints, escalations, and resolutions.
• Review dashboards and reports related to CSAT, Quality Scores, productivity, and other service metrics.
• Prepare regular reports and provide actionable insights to senior management.
• Recommend strategies and process improvements to optimize customer support operations and service performance.

Job description

Digits Trading Corporation is seeking a Customer Support Team Lead to supervise agents, monitor CSAT, conduct coaching, and drive service excellence across channels in Metro Manila.

You will oversee complaint handling, escalate where needed, manage end-to-end customer experience, and oversee AI chatbot and automation initiatives with cross-functional coordination. The role emphasizes data accuracy, reporting, and continuous improvement to raise satisfaction and loyalty.