Customer Experience Team Lead

Angkas; Makati; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Free meals

Gym access

Salary increases

Career advancement

Flexible work setup

Job summary

Angkas is seeking a Customer Experience Team Lead to scale customer support operations across the Philippines. You will lead, coach, and inspire a team to deliver outstanding service while maintaining operational excellence.

You will monitor performance, resolve conflicts, hire and develop SMEs and CE Associates, and conduct evaluations. The role supports onsite, remote, or hybrid work arrangements and emphasizes data-driven improvements.

Qualifications

• Minimum 2–3 years of team lead or people management experience.
• Proven track record of expert-level guidance and support.
• Excellent communication and presentation skills.
• Ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.
• Amenability working as Support POC during weekend (rotation based).

Responsibilities

• Monitor team performance and identify areas for improvement.
• Resolve team conflicts and address employee concerns.
• Hire, train, coach, and develop SMEs and CE associates.
• Conduct performance evaluations and provide regular feedback.
• Handle escalated customer issues and complaints.
• Develop and implement service excellence strategies and initiatives.
• Implement process changes to enhance efficiency and satisfaction.
• Conduct QA audits and provide feedback to the team.
• Identify training needs based on QA findings.
• Reporting and analysis of data for the team.
• Adhere to company policy and procedures.
• Achieve or exceed targets set by supervisor.
• Participate in ongoing training and development.
• Accept other associated responsibilities and projects as needed.

Skills

Data Analysis

Data Visualization

Spreadsheet Expertise

Problem Solving

Communication

Tools

Excel

Google Sheets

XLOOKUP

INDEX/MATCH

Job description

Hey, mabuhay! Thanks for dropping by. We know looking for the right job can feel like being stuck in EDSA traffic, so we'll keep it moving and get straight to the point.

With over 8 million downloads and a powerful network of thousand of dedicated biker-partners, we are a leading ride-hailing platform operating across the Philippines. Our vision is to end poverty in the Philippines through revolutionary transportation solutions. We aim to provide our customers with convenient, reliable, and safe rides, impacting millions of lives positively every single day.

As part of our continued expansion, we're looking for a Customer Experience Team Lead to help us scale our customer support operations while building a high-performing team that delivers exceptional service.

What You’ll Do

As a Customer Experience Team Lead, you’ll lead, coach, and inspire a team while ensuring operational excellence and an outstanding customer experience.

Your responsibilities include:

• Monitor team performance and identify areas for improvement
• Resolve team conflicts and address employee concerns
• Hire, train, Coach and develop SMEs and CE Associates
• Conduct performance evaluations and provide regular feedback
• Handle escalated customer issues and complaints
• Help develop and implement service excellence strategies and initiatives
• Implement process changes to enhance efficiency and customer satisfaction
• Conduct quality assurance audits and provide feedback to the team
• Identify and address training needs based on quality assurance findings
• Reporting and analysis of data in your team or department
• Adhere to company policy and procedures
• Achieve or exceed targets and other key objectives assigned by your Immediate Supervisor
• Participate in ongoing training and development programs
• Accept other associated responsibilities and projects as the need arises

Competencies for the Job

• Data Analysis: Strong ability to read, process, and analyze data accurately.
• Data Visualization: Skilled in creating clear, easy-to-understand charts, graphs, and tables for management reporting.
• Spreadsheet Expertise: Advanced proficiency in Microsoft Excel and Google Sheets, including the use of complex formulas such as XLOOKUP, INDEX/MATCH, and nested IF statements.
• Problem Solving: Ability to identify data discrepancies, troubleshoot issues, and improve reporting processes.
• Communication: Strong communication skills with the ability to explain technical data and insights to non-technical stakeholders in a clear and concise manner.

At Angkas, we believe in giving our people the trust and flexibility to work in a way that helps them and their teams perform at their best. Whether you're working onsite, remotely, or in a hybrid setup, we provide the flexibility, you bring the drive.

Let's get this show on the road!

Requirements

• At least 2-3 years of team lead / people management experience
• Proven track record of success in providing expert-level guidance and support
• Excellent communication and presentation skills
• Ability to work independently and as part of a team
• Strong analytical and problem-solving skills
• Amenability working as Support POC during weekend (rotation based)

Benefits

• Work your way - Enjoy flexibility and the freedom to thrive in your role.
• Work-life balance - Build a career without sacrificing your personal life.
• Free perks - Fuel up with free meals and stay active with gym access.
• Grow fast - Unlock career advancement and promotion opportunities.
• Get rewarded - Earn a competitive salary with opportunities for pay increases.
• Start-up energy - Be part of a fast-moving, innovative team where your ideas matter.
• Global vibes - Collaborate with a diverse, multicultural team in an agile workplace.
• Tech-driven culture - Work with modern tools and cutting-edge technology that keep you ahead of the game.