Customer Support Lead (TL/Supervisor/Manager) | Local Account

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

We are looking for results-driven and customer-focused Team Leaders/Supervisors/Managers to oversee daily customer support operations and deliver exceptional customer experiences across the JoyRide platform. The ideal candidate has experience in team management, customer escalation handling, and operational coordination within a fast-paced environment.

This role is responsible for leading and developing a high-performing team while ensuring service standards, operational efficiency, and customer satisfaction goals are consistently achieved.

Qualifications

• Proven experience in Customer Service, Customer Experience, Operations, or similar leadership roles
• Background in logistics, ride-hailing, delivery, e-commerce, or related industries is an advantage
• Strong leadership, coaching, and team management skills
• Excellent problem-solving and conflict resolution abilities
• Proficient in Microsoft Office applications, particularly Excel and reporting tools
• Strong communication and stakeholder management skills
• Ability to thrive in a fast-paced and dynamic environment
• Customer-focused mindset with the ability to effectively manage customer escalations
• Able to work with minimal supervision
• Amenable to shifting schedules and 24/7 operations
• Willing to be assigned in Marcos Highway, Antipolo

Key Responsibilities

• Lead, manage, coach, and develop team members to drive optimal performance and service excellence
• Handle customer inquiries, concerns, and escalations while maintaining high levels of customer satisfaction
• Coordinate with relevant stakeholders throughout the order fulfillment process—from pickup to drop-off to ensure service standards are consistently met
• Monitor team performance and prepare reports on operational metrics and customer feedback
• Identify opportunities for process improvement and support initiatives that enhance overall service quality
• Stay updated on industry best practices and customer service trends
• Perform other duties and responsibilities that may be assigned from time to time

Why Join JoyRide?

• Be part of one of the fastest-growing homegrown superapps in the Philippines
• Work in a dynamic and collaborative environment
• Opportunity to lead and grow high-performing teams
• Contribute to improving mobility and delivery solutions for millions of Filipinos