Ecommerce Team Lead: Multichannel Support & Growth

TDCX Philippines; Metro Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

TDCX Philippines is seeking a Team Leader to supervise and develop an omnichannel support team focused on chat and email. The role emphasizes coaching, performance management, onboarding, and collaboration with marketing and product teams.

Ideal candidates have 2+ years in team leadership within beauty/e-commerce, strong English, and a passion for skincare. Ability to rotate schedules, and proactive QA participation are required.

Qualifications

• At least 2+ years of experience in a Team Leader or Supervisor role within customer service, e-commerce, retail, or the beauty/skincare industry.
• Completed at least 2 years in college, any field.
• Excellent written and spoken English (B2).
• Strong interest in beauty, cosmetics, skincare, or personal care products; shade matching or product consultation experience is a plus.
• Typing proficiency of at least 40 WPM with a minimum accuracy of 85%.
• Prior experience in an omnichannel customer support environment, with a strong emphasis on chat and email channels.
• Able to work on a rotating schedule, including weekends and public holidays.
• Receptive to feedback, willing to learn new systems and procedures, and committed to continuous improvement.

Responsibilities

• Supervise, coach, and motivate a team of omni-channel support agents, with chat and email as the channel influx, achieve daily performance targets, including Response Time, First Contact Resolution (FCR), and CSAT scores.
• Conduct regular 1-on-1 performance reviews, QA evaluations, and real-time interaction monitoring to maintain high service standards.
• Facilitate onboarding and continuous product/service training to ensure agents remain knowledgeable about new product launches, shade matching, skincare routines, and promotional campaigns.
• Manage shift schedules, chat, email queues, and real-time agent allocation to optimize channel coverage during peak traffic hours.
• Handle complex customer escalations via chat or email, resolving critical issues with empathy, tact, and brand alignment.
• Monitor agent tone, brand voice, and interaction etiquette to ensure interactions feel warm, knowledgeable, and engaging.
• Collaborate with the marketing and product teams to stay updated on upcoming promotions, product reformulations, ingredient questions, and stock levels.
• Identify recurring customer pain points and recommend improvements for chatbot flows, FAQs, and agent macro templates.
• Track team KPIs and generate weekly/monthly operational reports for leadership.
• Analyze interaction transcript data to spot trends, friction points, and opportunities to boost upsell/cross-sell conversion during interactions.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management System of TDCX.

Skills

Team leadership

Customer service

English proficiency

Beauty knowledge

Chat & email support

40 WPM typing

Flexible schedule

Education

Two years of college completed

Job description

TDCX Philippines is seeking a Team Leader to supervise and develop an omnichannel support team focused on chat and email. The role emphasizes coaching, performance management, onboarding, and collaboration with marketing and product teams.

Ideal candidates have 2+ years in team leadership within beauty/e-commerce, strong English, and a passion for skincare. Ability to rotate schedules, and proactive QA participation are required.