Customer Support Lead - Drive Service Excellence & Growth

JoyRide Superapp; Calamba; On-site; PHP 279,000 - 446,000; Full time

Job summary

The role focuses on driving customer satisfaction, operational efficiency, and continuous improvement across JoyRide’s platform, with on-site duties at Marcos Highway, Antipolo.

Qualifications

• Proven experience in Customer Service or leadership roles.
• Background in logistics or ride-hailing is a plus.
• Strong leadership and team management skills.
• Excellent problem-solving and conflict resolution abilities.
• Proficient in Microsoft Excel and reporting tools.
• Excellent communication and stakeholder management.
• Able to work in a fast-paced, 24/7 operation.
• Willing to be assigned at Marcos Highway, Antipolo.

Responsibilities

• Lead, manage, coach, and develop team members to drive performance and service excellence.
• Handle customer inquiries, concerns, and escalations while maintaining satisfaction.
• Coordinate with stakeholders through the order fulfillment process to meet standards.
• Monitor team performance and prepare reports on operational metrics and feedback.
• Identify opportunities for process improvement and support service quality initiatives.
• Stay updated on industry best practices and customer service trends.
• Perform other duties as assigned.

Skills

Leadership

Customer service

Team management

Problem solving

Communication

Stakeholder mgmt

Fast-paced

24/7 ops

Tools

Excel

Reporting tools

Job description

The role focuses on driving customer satisfaction, operational efficiency, and continuous improvement across JoyRide’s platform, with on-site duties at Marcos Highway, Antipolo.