Remote CS Team Lead – Freight Ops (Night Shift)

Private Advertiser; Manila; Remote; PHP 4,394,000 - 6,277,000; Full time

Job summary

Private Advertiser is seeking a Customer Service Team Lead for a remote, North America–based freight capacity. You will supervise daily CS operations, support shipping processes, and drive customer satisfaction across time zones.

You will coordinate with Accounting and Development, manage freight shipments (LTL/FTL), oversee SPS shipments and courier accounts, and mentor agents while evolving policy standards.

Qualifications

• Minimum 5 years in Customer Service with at least 2 years in a leadership role.
• University degree or college diploma in Business Administration, Supply Chain, Logistics, or a related field.
• Strong understanding of freight shipping processes (LTL/FTL) and carrier operations.
• Experience with SPS shipments and courier accounts (UPS, DHL, Loomis).
• Proven ability to coordinate cross-functional teams and manage escalations effectively.
• Excellent communication, organizational, and problem-solving skills.

Responsibilities

• Supervise day-to-day operations of the Customer Service department.
• Ensure timely response and resolution of customer inquiries, service issues, and order processing.
• Coordinate with Accounting and Development to resolve customer issues efficiently.
• Escalate critical or unresolved issues to management in a timely manner.
• Coordinate and manage freight shipments, including LTL and FTL.
• Oversee SPS shipments and new account setup with couriers.
• Handle and resolve billing disputes accurately and within established timelines.
• Provide technical support, including shipping platform migration and customer onboarding.
• Build and maintain strong relationships with customers and carrier partners.
• Develop, implement, and continuously improve customer service policies, procedures, and standards.
• Monitor team performance to meet customer satisfaction and SLAs.
• Maintain accurate records, documentation, and reporting of all customer service activities.
• Recruit, hire, train, and support customer service agents.
• Stay current with industry trends, technologies, and best practices to drive continuous improvement.
• Perform additional duties and responsibilities as assigned by management.

Skills

Team leadership

Customer service

Communication

Problem solving

Cross-functional coordination

Education

University degree or college diploma in Business Administration / Supply Chain / Logistics

Tools

Shipping platform

Job description

Private Advertiser is seeking a Customer Service Team Lead for a remote, North America–based freight capacity. You will supervise daily CS operations, support shipping processes, and drive customer satisfaction across time zones.

You will coordinate with Accounting and Development, manage freight shipments (LTL/FTL), oversee SPS shipments and courier accounts, and mentor agents while evolving policy standards.