Customer Operations Lead: Escalations & Service Excellence

2GO Group Inc.; Pasay; On-site; PHP 800,000 - 1,100,000; Full time

Job summary

2GO Group Inc. is seeking a senior customer service leader in the Philippines to guide the team in delivering timely, reliable, and customer-focused solutions that strengthen client relationships.

You will oversee daily operations, manage escalations, and coordinate with cross-functional teams to ensure efficient service delivery and high-quality issue resolution. You will monitor KPIs, analyze complaint trends, and drive continuous improvement to raise customer satisfaction and first-time

Qualifications

• Bachelor’s degree in Business Administration, Management, Logistics, Communications or related field.
• Experience in customer service or operations within logistics, courier/express delivery environments preferred.
• Proven ability to lead teams and manage escalations across multiple stakeholders.
• Strong data analysis skills to interpret performance dashboards and trends.
• Familiarity with case-management systems and CRM platforms.

Responsibilities

• Lead the customer service team to deliver timely, reliable, and customer-focused solutions that strengthen client relationships.
• Oversee daily operations, manage escalated customer concerns, and coordinate with cross-functional teams to ensure efficient service delivery and issue resolution.
• Monitor customer service KPIs, complaint trends, and resolution timelines; identify root causes and implement improvements.
• Promote a customer-centric culture with emphasis on responsiveness, accountability, and first-time resolution.
• Coach and develop team members to meet service targets and uphold quality standards.

Skills

Customer service leadership

Escalation management

Stakeholder management

Data analysis

Process improvement

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

MS Office

Job description

2GO Group Inc. is seeking a senior customer service leader in the Philippines to guide the team in delivering timely, reliable, and customer-focused solutions that strengthen client relationships.

You will oversee daily operations, manage escalations, and coordinate with cross-functional teams to ensure efficient service delivery and high-quality issue resolution. You will monitor KPIs, analyze complaint trends, and drive continuous improvement to raise customer satisfaction and first-time