Customer Support Supervisor / TL | Local Account

JoyRide Superapp; Antipolo; On-site; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Fast-growing company

Dynamic environment

Leadership opportunities

Mobility solutions impact

Job summary

JoyRide Superapp is seeking a results-driven Customer Support Supervisor to oversee daily customer support operations during assigned shifts and ensure smooth team performance. The role focuses on guiding team members, monitoring shift performance, handling customer and driver-partner concerns, and maintaining service standards across the shift.

The ideal candidate will have experience supervising customer support teams, managing shifting schedules, addressing escalations, and coordinating with

Qualifications

• Proven experience in Customer Service, Customer Support, Operations, or similar leadership roles.
• Background in logistics, BPO, 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

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

Skills

Leadership

Coaching

Team management

Communication

Stakeholder management

Problem solving

Escalation handling

Shift scheduling

24/7 operations

Customer focus

Tools

Excel

Reporting tools

Job description

We are looking for a results-driven and customer-focused Customer Support Supervisor to oversee daily customer support operations during assigned shifts and ensure smooth team performance.

The ideal candidate has experience in supervising customer support teams, managing shifting schedules, handling escalated concerns, and coordinating with other teams to address operational issues.

This role is responsible for guiding team members, monitoring shift performance, ensuring proper handling of customer / driver-partner concerns, and maintaining service standards and operational efficiency throughout the shift.

Qualifications

• Proven experience in Customer Service, Customer Support, Operations, or similar leadership roles

• Background in logistics, BPO, 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