CX Team Lead — Hybrid, Data-Driven Growth

Intrepid; Mandaluyong; Hybrid; PHP 558,000 - 1,004,000; Full time

Benefits offered by this job

Comprehensive insurance

Ample leave

Job summary

Intrepid Asia is seeking a motivated Customer Experience Manager to join our Manila team with a hybrid work arrangement. You will lead a specialized CX team, ensure excellent service, and translate insights into actions that enhance client satisfaction across ecommerce platforms.

The ideal candidate brings 3+ years in CX leadership, strong English communication, and a passion for customer-centric strategies.

Qualifications

• Minimum 3 years experience as Customer Service Manager in an e-Commerce or BPO/Captive Environment.
• Graduate of any bachelor’s degree.
• Excellent English in written and verbal skills.
• Proficient in MS Office Suite and Google Business Suites.

Responsibilities

• Lead day-to-day CX team operations through coaching and quality control.
• Directly handle inbound chats if needed, and back up as chat agent.
• Manage customer concerns and escalations with stakeholders.
• Translate data into business insights via spreadsheets, reports and presentations.
• Ensure CX Team compliance with SOPs, CX University and Code of Conduct.
• Manage staffing data including scheduling, overtime and payroll tracking.
• Implement Regional Customer Experience initiatives.

Education

Bachelor's degree

Tools

MS Office Suite

Google Workspace

Job description

Intrepid Asia is seeking a motivated Customer Experience Manager to join our Manila team with a hybrid work arrangement. You will lead a specialized CX team, ensure excellent service, and translate insights into actions that enhance client satisfaction across ecommerce platforms.

The ideal candidate brings 3+ years in CX leadership, strong English communication, and a passion for customer-centric strategies.