CX Training & Quality Leader

Ssg Philippines; Pasig; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

Support Services Group is seeking a Customer Experience Manager in the Philippines to champion service excellence across every touchpoint. You will design and lead training and quality programs that convert customer insights into consistent, empathetic experiences.

You will 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 leadership.
• Experience using customer feedback and metrics to drive action.
• Proven coaching, leadership, and stakeholder-management skills.
• Analytical, organized, and highly customer-focused.
• Experience with CRM and feedback platforms is a plus.

Responsibilities

• Design and deliver training programs focused on empathy, communication, problem-solving, and service recovery.
• Monitor quality and service standards, identify gaps, and drive improvements.
• Analyze feedback and metrics to identify trends and opportunities.
• Provide coaching and development plans for frontline teams.
• Collaborate with HR, Operations, and other teams to embed CX standards.

Skills

Customer Experience

Training & Enablement

Quality Assurance

Coaching & Development

Cross-Functional Collaboration

Education

Bachelor’s degree in CX/Training/Quality or related

Tools

CRM

Feedback platforms

Job description

Support Services Group is seeking a Customer Experience Manager in the Philippines to champion service excellence across every touchpoint. You will design and lead training and quality programs that convert customer insights into consistent, empathetic experiences.

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