Head of Customer Experience & Support

Inversal Distribution Inc.; Makati; On-site; PHP 1,500,000 - 2,700,000; Full time

Job summary

Inversal Distribution Inc. is seeking a Customer Experience Lead to shape and execute the company's CX strategy across e-commerce and retail channels.

You will oversee the Customer Support team, drive initiatives to improve satisfaction, efficiency, and loyalty, and establish service standards with scalable processes. You'll lead a cross-functional team, monitor CSAT/NPS/CES metrics, manage budgets, and collaborate with Operations, Logistics, Marketing, Sales, and Product to ensure a seamless

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Management, or a related field.
• 7–10 years of experience in Customer Support, Customer Experience, Contact Center, or Customer Operations.
• At least 5 years of leadership experience managing managers, supervisors, or multiple customer service teams.
• Proven experience in the e-commerce and retail industry.
• Demonstrated success in building or scaling customer support operations.
• Strong knowledge of omnichannel customer service, including email, live chat, phone, social media, and marketplace platforms.
• Experience with CRM and customer support platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, HubSpot, Gorgias, or similar systems.

Responsibilities

• Lead and develop the customer experience strategy across e-commerce and retail channels.
• Oversee daily customer support operations and ensure SLA/KPIs are consistently achieved.
• Coach and manage Customer Support Managers, Team Leaders, and Customer Service Representatives.
• Drive CSAT, NPS, CES improvements and Voice of Customer programs.
• Collaborate cross-functionally with Operations, Logistics, Marketing, Sales, and Product to align service.

Skills

Leadership

Strategy

Omnichannel Support

Stakeholder Management

Team Coaching

Customer Insights

Education

Bachelor's degree

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

HubSpot

Gorgias

Job description

Inversal Distribution Inc. is seeking a Customer Experience Lead to shape and execute the company's CX strategy across e-commerce and retail channels.

You will oversee the Customer Support team, drive initiatives to improve satisfaction, efficiency, and loyalty, and establish service standards with scalable processes. You'll lead a cross-functional team, monitor CSAT/NPS/CES metrics, manage budgets, and collaborate with Operations, Logistics, Marketing, Sales, and Product to ensure a seamless