Customer Support Lead (PH - Full Time)

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 crafts expert-backed supplements for the modern Asian woman. Rooted in science and crafted with care, our supplements are designed to enhance your everyday ritual and support you from within. Inspired by traditional wisdom and supported by modern research, each product is formulated for Asian women, by Asian women. At Moom, every capsule is a testament to our commitment to creating cutting-edge solutions for Asia’s women of today.

Moom Health is building the next generation of women’s health in Asia.

We create expert-backed, thoughtfully formulated supplements designed for the modern Asian woman, combining traditional wisdom with modern science. But beyond products, Moom is about building a brand women feel seen by, supported by, and proud to be part of.

What You'll Do

• Act as a team lead to 3–4 Customer Support Associates, overseeing day-to-day performance, coverage, and quality of responses across all channels
• Own SLA performance across channels, ensuring response times are met and escalations are resolved with a clear closure
• Personally handle a portion of customer enquiries across email, WhatsApp, and marketplace channels (Shopee, TikTok Shop, Lazada), balancing individual contribution with team leadership
• Follow internal SOPs for customer support, escalation handling and shift coverage as the team scales and contribute to the continuous improvement of them
• Coordinate cross-functionally with Growth, Marketing & Community, and Ops teams to relay customer queries, resolve product or fulfilment issues, and align on messaging
• Monitor team productivity and channel performance, identifying process or resourcing gaps early
• Act as the point of escalation for complex or sensitive customer issues

What We're Looking For

• 2–5 years of experience in customer support or customer experience, with at least 1 year in a team lead or supervisory capacity
• Experience managing support across multiple channels, ideally including marketplace platforms (Shopee, TikTok Shop, Lazada) and emails (Zendesk)
• Strong written and verbal communication — able to balance warmth with clarity, especially in sensitive or escalated conversations
• Proven ability to multitask and prioritise across channels in a fast-paced environment
• Comfortable using data to track team performance (SLA adherence, resolution times, CSAT)
• A genuine interest in women's health and wellness, and experience in the supplements/health industry is a plus!

Key Behaviours

• Clear communicator who leads with empathy — for both customers and the team
• Calm under pressure, especially when managing escalations
• Detail-focused with takes ownership and pride in your work
• Proactive in spotting and closing gaps before they become bigger issues

Details:

• Full-time
• Location: Philippines