Customer Experience Team Lead - Hybrid | Growth & Analytics

Angkas; Philippines; Hybrid; PHP 650,000 - 950,000; Full time

Benefits offered by this job

Free meals

Gym access

Career growth opportunities

Flexible work arrangements

Job summary

Angkas, a leading ride-hailing platform in the Philippines, is seeking a Customer Experience Team Lead to scale operations and build a high-performing team delivering exceptional service. You will coach a team, monitor performance, and drive service excellence while addressing escalated issues and optimizing processes.

The role requires strong data analysis, visualization, and Excel/Sheets proficiency, with the flexibility to work onsite at our Manila hub or remotely, supporting a hybrid setup

Qualifications

• Strong ability to read, process, and analyze data accurately.
• Skilled in creating charts, graphs, and tables for management reporting.
• Advanced proficiency in Excel and Google Sheets with complex formulas.

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.
• 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.

Skills

Data Analysis

Data Visualization

Spreadsheet Proficiency

Problem Solving

Communication

Tools

Excel

Google Sheets

Job description

Angkas, a leading ride-hailing platform in the Philippines, is seeking a Customer Experience Team Lead to scale operations and build a high-performing team delivering exceptional service. You will coach a team, monitor performance, and drive service excellence while addressing escalated issues and optimizing processes.

The role requires strong data analysis, visualization, and Excel/Sheets proficiency, with the flexibility to work onsite at our Manila hub or remotely, supporting a hybrid setup