Customer Support Lead - Multichannel SLA & Team Coach

Moom Health Services Pte Ltd; Philippines; On-site; PHP 400,000 - 640,000; Full time

Job summary

Moom Health Services Pte Ltd is seeking a proactive Customer Support Team Lead to guide a small team delivering thoughtful, timely help across email, WhatsApp and marketplace channels. You will balance hands-on support with people management to maintain high service standards.

You’ll partner with Growth, Marketing & Community, and Ops to resolve product or fulfilment issues, optimize SOPs, and ensure SLA targets are met while keeping customers at the heart of every decision.

Qualifications

• 2–5 years of experience in customer support or customer experience.
• At least 1 year in a team lead or supervisory role.
• Experience managing support across multiple channels including email, marketplace platforms, and Zendesk.
• Strong written and verbal communication, balanced warmth with clarity.
• Proficient in using data to track SLA adherence and CSAT.
• Interest in women’s health and wellness; experience in supplements/health is a plus.

Responsibilities

• Lead a team of 3–4 Customer Support Associates and oversee daily performance.
• Own SLA performance across channels and resolve escalations with clear closure.
• Handle a portion of customer inquiries across email, WhatsApp, and marketplaces.
• Follow and help improve SOPs for support, escalation, and shift coverage.
• Coordinate with Growth, Marketing & Community, and Ops to relay queries and align messaging.
• Monitor productivity and channel performance; identify gaps early.
• Act as escalation point for complex or sensitive issues.

Skills

Team leadership

Multi-channel support

Excellent communication

Data-driven decisions

Customer empathy

Women’s health interest

Tools

Zendesk

Shopee

TikTok Shop

Lazada

Job description

Moom Health Services Pte Ltd is seeking a proactive Customer Support Team Lead to guide a small team delivering thoughtful, timely help across email, WhatsApp and marketplace channels. You will balance hands-on support with people management to maintain high service standards.

You’ll partner with Growth, Marketing & Community, and Ops to resolve product or fulfilment issues, optimize SOPs, and ensure SLA targets are met while keeping customers at the heart of every decision.