Head of Customer Experience & Service Ops

Temu; Pasig; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Temu is seeking a General Manager to lead and inspire a customer service team, driving service excellence and high customer satisfaction. You will shape strategies to enhance operations, streamline workflows, and reduce response times while maintaining professionalism and empathy in escalated cases.

The role requires strong leadership, data-driven decision making, and excellent communication skills to translate metrics into actionable improvements and superior customer experiences.

Qualifications

• Bachelor's Degree preferred.
• Minimum 8 years of related experience.
• Excellent leadership and communication skills.
• Ability to handle escalations with empathy and professionalism.

Responsibilities

• Manage and motivate a customer service team to achieve service excellence.
• Implement strategies to enhance operations, streamline workflows, improve response times, identify recurring issues, and drive process improvements.
• Handle escalated customer concerns with professionalism and empathy.
• Monitor key customer service metrics to track performance and identify areas for improvement.

Skills

Leadership

Communication

Interpersonal skills

Empathy

Data-driven mindset

Problem solving

Conflict resolution

Customer service mindset

English proficiency

Education

Bachelor's degree

Job description

Temu is seeking a General Manager to lead and inspire a customer service team, driving service excellence and high customer satisfaction. You will shape strategies to enhance operations, streamline workflows, and reduce response times while maintaining professionalism and empathy in escalated cases.

The role requires strong leadership, data-driven decision making, and excellent communication skills to translate metrics into actionable improvements and superior customer experiences.