CX Excellence Lead: Training, Quality & Insights

SSG; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Support Services Group is seeking a Customer Experience Manager to champion service excellence across every touchpoint. You’ll design and lead training and quality programs that convert insights into empathetic, high-quality customer experiences.

You’ll use data, coaching, and cross-functional collaboration to raise service standards, develop frontline talent, and embed a customer-centric culture across the organization.

Qualifications

• Bachelor’s degree or equivalent in CX, Training, Quality, or Customer Service leadership.
• Experience using customer feedback and performance metrics to drive action.
• Proven coaching, leadership, and stakeholder-management skills.
• Analytical, organized, and customer-focused.
• Experience with CRM and customer feedback platforms is a plus.

Responsibilities

• Design and deliver training programs focused on empathy, communication, problem-solving, and service recovery.
• Establish service quality frameworks and evaluation guidelines; monitor interaction quality and drive corrective actions.
• Analyze customer feedback and operational metrics to identify trends and opportunities.
• Provide structured coaching and action plans to frontline teams and leaders.
• Partner with HR, Operations and other teams to embed consistent customer experience standards.

Skills

Coaching

Leadership

Stakeholder management

CRM experience

Data-driven

Education

Bachelor's degree or equivalent in CX/Training/Quality/Customer Service leadership

Tools

CRM systems

Job description

Support Services Group is seeking a Customer Experience Manager to champion service excellence across every touchpoint. You’ll design and lead training and quality programs that convert insights into empathetic, high-quality customer experiences.

You’ll use data, coaching, and cross-functional collaboration to raise service standards, develop frontline talent, and embed a customer-centric culture across the organization.