Night-Shift Ops Supervisor - Travel CS Lead

Gratitude Philippines; Manila; On-site; PHP 391,000 - 502,000; Full time

Job summary

Gratitude Philippines is seeking an Operations Supervisor to lead a rock-solid customer service team at Rockwell, Pasig. The role requires onsite night-shift leadership and oversight of post-sale support for diverse customer segments.

The ideal candidate will manage day-to-day operations, drive KPI performance, coach staff, and implement process improvements while ensuring exceptional service delivery. Start date is October 5, 2026.

Qualifications

• 2–3 years of leadership/supervisory experience in a BPO/customer service environment.
• Travel/Hospitality account experience or relevant Travel background within a BPO environment.
• Strong experience in customer service operations, handling customer concerns and escalations.
• Proven experience leading and managing a team of individual contributors.
• Knowledge of KPI management, performance monitoring, coaching, and process improvement.
• Able to manage day-to-day operations and resolve operational/customer issues within a defined scope.
• Demonstrated ability to identify process gaps and implement improvements.
• Strong communication, coaching, and problem-solving skills.
• Willing to work onsite in Rockwell, Pasig and on a night shift.
• Available to start October 5, 2026.

Responsibilities

• Provide general customer service and post-sale support across multiple sub-families, including remote customer service.
• Handle high volume of low-complexity inquiries and assist with issue resolution.
• Coordinate between customers, production, and distribution for specific orders.
• Support walk-in and distribution-center style customer service as needed.
• Assist in improving day-to-day processes and service delivery.

Skills

Leadership experience

Travel/Hospitality background

Customer service operations

Team leadership

KPI management

Process improvement

Communication

Coaching

Problem solving

Night shift readiness

Job description

Gratitude Philippines is seeking an Operations Supervisor to lead a rock-solid customer service team at Rockwell, Pasig. The role requires onsite night-shift leadership and oversight of post-sale support for diverse customer segments.

The ideal candidate will manage day-to-day operations, drive KPI performance, coach staff, and implement process improvements while ensuring exceptional service delivery. Start date is October 5, 2026.