Remote Customer Experience Team Lead

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 320,000 - 540,000; Full time

Job summary

Acquire Intelligence is seeking a Customer Experience Specialist to monitor and optimize key performance indicators for support tickets. You will track reopen rate, messages sent per active hour, and CSAT, ensuring targets are met while maintaining high-quality customer interactions.

The role involves collaborating with global clients and leveraging our Work-from-Home options to deliver excellence in a dynamic outsourcing environment.

Qualifications

• Experience in call center or customer support operations.
• Ability to monitor and report on performance indicators.
• Strong communication and problem-solving skills.

Responsibilities

• Monitor KPI performance (reopen rate, messages per hour, CSAT) across assigned tickets.
• Compile and analyze data to support continuous improvement.
• Collaborate with teams to meet service level targets.

Skills

KPI tracking

Customer service

Data analysis

Tools

Gorgias

Job description

Acquire Intelligence is seeking a Customer Experience Specialist to monitor and optimize key performance indicators for support tickets. You will track reopen rate, messages sent per active hour, and CSAT, ensuring targets are met while maintaining high-quality customer interactions.

The role involves collaborating with global clients and leveraging our Work-from-Home options to deliver excellence in a dynamic outsourcing environment.