Customer Service Supervisor

TEMU; Metro Manila; On-site; PHP 420,000 - 540,000; Full time

Job summary

Temu in the Philippines is seeking a Customer Service Team Lead to supervise, mentor, and coach a busy team, ensuring service quality and consistent performance.

You will partner with Workforce Management for scheduling, conduct reviews, present reports, and drive continuous improvement while fostering a positive team culture.

Qualifications

• Bachelor's degree preferred.
• At least 3 years of experience in customer service or related leadership roles.
• Proven ability to coach and improve team performance.
• Excellent English communication skills, written and verbal.
• Strong data interpretation and ability to drive improvements.
• Calm under pressure with strong problem-solving.

Responsibilities

• Supervise, mentor, and coach a team of customer service staff to ensure quality.
• Conduct performance reviews, provide feedback, and develop coaching plans.
• Partner with Workforce Management to manage scheduling and shift coverage.
• Facilitate team huddles, trainings, and knowledge sharing to reinforce updates.
• Prepare and present team performance reports highlighting trends and gaps.
• Identify process gaps and lead continuous improvement initiatives.
• Foster a positive, accountable, and learning-focused team culture.

Skills

Leadership

Coaching

Communication (English)

Analytical thinking

Problem-solving

Stress management

Technical skills

Education

Bachelor's Degree

Job description

Key Responsibilities

1. Supervise, mentor, and coach a team of customer service. Monitor daily operations to ensure service quality.
2. Conduct performance reviews, provide constructive feedback, and develop individual coaching plans.
3. Partner with Workforce Management (WFM) Team to manage workforce scheduling and shift coverage, monitor real-time adherence, and assist with leave coordination, schedule adjustments, and Verint tagging.
4. Facilitate team huddles, refresher trainings, and knowledge-sharing sessions to reinforce updates and best practices.
5. Prepare and present team performance reports, highlighting trends, gaps, and opportunities for improvement.
6. Support continuous improvement initiatives by identifying process gaps, proposing solutions, and implementing best practices.
7. Foster a positive and motivating team culture that encourages accountability, empathy, and continuous learning.

Qualifications

1. Bachelor's Degree preferred.
2. Minimum 3 years of working experience in the related field is required for this position.
3. Strong leadership and coaching skills with the ability to inspire team performance and accountability.
4. Excellent communication skills in English (verbal and written).
5. Analytical mindset with the ability to interpret performance data and drive improvements.
6. Strong problem-solving skills and ability to remain calm under pressure.
7. Strong computer and software skills.

At Temu, we are proud to be an employer that builds a diverse community. We are dedicated to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity.