Global Customer Care Team Leader - Hybrid Day Shift

Emapta; Philippines; Hybrid; PHP 1,339,000 - 2,009,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Competitive Salary Package

Day Shift Schedule

Hybrid work arrangement

Office in Quezon City (accessible by P

Fully customized Emapta laptop withPer

Salary Advance Program

Upskilling via Emapta Academy

Gym access and fitness trainer

Employee referral incentives

Government and Emapta benefits

20 annual leaves

Job summary

Emapta Philippines is seeking a Customer Care Team Leader to drive day-to-day leadership of 8-15 Officers across live chat, email, and other channels in a hybrid setup at Quezon City. You will coach, develop, and manage performance, balance customer and operational outcomes, and collaborate with Australian and offshore teams to deliver superior customer experiences for a growing family-oriented brand.

This role offers career growth, mentorship, and exposure to global leaders within a dynamic

Qualifications

• 3–5 years of leadership experience within retail, customer service, contact centre, or a fast-paced, high-volume environment.
• Coaching, developing, and motivating team members; managing performance.
• Experience across stores, online channels, and Customer Care interactions.

Responsibilities

• Lead 8-15 Customer Care Officers across live chat, email, ticketing, and other channels.
• Own daily service delivery, queues, schedules, and channel allocation.
• Coach and develop team members through regular 1:1s and feedback.
• Manage escalations and ensure first-touch resolution where possible.
• Balance customer, commercial, and operational outcomes to drive outcomes.

Skills

People leadership

Coaching

Customer care experience

Multichannel support

Performance management

Data-driven decisions

Job description

Emapta Philippines is seeking a Customer Care Team Leader to drive day-to-day leadership of 8-15 Officers across live chat, email, and other channels in a hybrid setup at Quezon City. You will coach, develop, and manage performance, balance customer and operational outcomes, and collaborate with Australian and offshore teams to deliver superior customer experiences for a growing family-oriented brand.

This role offers career growth, mentorship, and exposure to global leaders within a dynamic