Regional CX Lead for E‑Commerce Growth

Intrepid; Mandaluyong; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Intrepid Asia is seeking a Regional Head of Customer Experience to lead the chat operations across e-commerce channels, ensure high‑quality customer interactions, and drive regional CX initiatives. You will collaborate with business intelligence and cross-country teams to optimize performance and customer satisfaction.

You will build and manage a regional CX team, set SLAs, monitor FAQs, and spearhead improvement projects while aligning with our fast-paced start-up culture and international

Qualifications

• Bachelor's degree required or equivalent experience.
• Strong proficiency in English and Tagalog.
• Minimum 5 years in a similar CX leadership role in ecommerce.
• Excellent interpersonal, communication and negotiation skills.
• Solid knowledge of e‑commerce platforms and logistics partners.

Responsibilities

• Oversee chat function across online channels including Lazada, Shopee, brand.com and social platforms.
• Maintain and improve chat KPIs (response time, response rate) and QA of responses.
• Build, recruit, onboard and manage a regional CX team across countries.
• Lead regional initiatives and coordinate with BI for chat traffic and data insights.
• Drive outbound chat/calling initiatives and support regional projects.

Skills

English

Tagalog

E-commerce knowledge

Analytical skills

Leadership

Education

Bachelor's degree

Job description

Intrepid Asia is seeking a Regional Head of Customer Experience to lead the chat operations across e-commerce channels, ensure high‑quality customer interactions, and drive regional CX initiatives. You will collaborate with business intelligence and cross-country teams to optimize performance and customer satisfaction.

You will build and manage a regional CX team, set SLAs, monitor FAQs, and spearhead improvement projects while aligning with our fast-paced start-up culture and international