Digital Support Team Lead - Global Customer Ops

Pearson; Hinoba-an; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Day 1 Health Care Coverage

Competitive Retirement Plan

Volunteering Days

Employee Wellbeing Assistance

Annual Pay Increase

Performance Bonus

Job summary

Pearson Manila is seeking a Team Leader – Digital Support to guide a customer service and Digital Support team for a Learning Platform and Order Processing. You will coach, monitor quality, and drive regional service excellence in an office-based role with a path to hybrid work after training and probation.

You will partner with other teams to streamline workflows, champion process improvements, and develop talent while maintaining high service standards across regions.

Qualifications

• Proven experience leading customer service or order management teams.
• Strong understanding of operational workflows and service delivery.
• Excellent communication and interpersonal skills.
• Proficient with MS Word, Excel, and related tools.
• Ability to coach and develop team members.
• Experience in fast-paced, dynamic environments.
• Adaptability to changing business needs.

Responsibilities

• Lead and support a team responsible for global order management and customer service.
• Monitor team performance.
• Conduct quality reviews to ensure standards.
• Provide coaching, feedback, and development opportunities.
• Collaborate with internal departments to resolve issues.
• Drive continuous improvement to enhance efficiency and customer satisfaction.
• Ensure documentation and reporting of team activities and metrics.
• Act as escalation point for complex issues.
• Foster collaborative and inclusive team culture.
• Conduct training for new hires.
• Participate in hiring and initial interviews.
• Onboard and upskill team members through training sessions.

Skills

Team leadership

Customer service

Order management

Communication

Coaching & development

Problem-solving

Adaptability

MS Word

MS Excel

Tools

MS Word

MS Excel

Job description

Pearson Manila is seeking a Team Leader – Digital Support to guide a customer service and Digital Support team for a Learning Platform and Order Processing. You will coach, monitor quality, and drive regional service excellence in an office-based role with a path to hybrid work after training and probation.

You will partner with other teams to streamline workflows, champion process improvements, and develop talent while maintaining high service standards across regions.