Customer Service Team Lead & Coach

TEMU; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

TEMU in Manila invites an experienced Customer Service Team Lead to supervise a growing team and uphold service quality in a fast-paced e-commerce environment. You will mentor staff, conduct reviews, coordinate with the Workforce Management team for scheduling and adherence, deliver training, and present performance insights while driving continuous improvement.

Bachelor's degree preferred; at least 3 years in related field; strong leadership, English communication, and analytical skills are

Qualifications

• Leadership and coaching skills with the ability to inspire high performance.
• Strong communication skills in English, verbal and written.
• Analytical mindset to interpret data and drive improvements.
• Solid problem-solving ability and calm under pressure.
• Strong computer and software skills.
• Bachelor's degree preferred.

Responsibilities

• Supervise, mentor, and coach a customer service team to ensure quality.
• Conduct performance reviews and develop coaching plans.
• Collaborate with WFM to manage schedules, adherence, and leave coordination.
• Facilitate team huddles, trainings, and knowledge sharing.
• Prepare and present team performance reports with trends and gaps.
• Identify process gaps and implement best practices for improvements.
• Foster a positive culture focused on accountability, empathy, and learning.

Skills

Leadership

Coaching

Communication

Analytical thinking

Problem-solving

Team motivation

Accountability

Education

Bachelor's Degree

Tools

Verint

MS Office

Job description

TEMU in Manila invites an experienced Customer Service Team Lead to supervise a growing team and uphold service quality in a fast-paced e-commerce environment. You will mentor staff, conduct reviews, coordinate with the Workforce Management team for scheduling and adherence, deliver training, and present performance insights while driving continuous improvement.

Bachelor's degree preferred; at least 3 years in related field; strong leadership, English communication, and analytical skills are