Remote Customs Declarations Team Lead – 24/7 Ops

Sourcefit; Quezon City; Remote; PHP 900,000 - 1,300,000; Full time

Job summary

Sourcefit is seeking a Customs Declaration Operations Team Lead to supervise a 24/7 team handling Singapore import/export permit requests. The role involves managing workflow, escalations, training, and SOP adherence while coordinating with Operations, Training, and Quality.

The candidate will oversee complex declarations, ensure SLA performance, and drive continuous improvement with automation-assisted systems. Onsite presence may be required on a rotating basis per roster.

Qualifications

• Minimum of 5 years in customs clearance, permit declaration, freight forwarding, or related trade operations.
• At least 2 years in a team lead, senior declarant, SME, or similar oversight role.
• Strong hands-on knowledge of customs permit declaration workflows.
• Excellent written and verbal English communication skills.
• Experience managing operational SLAs, quality, escalations, and transactional customer interactions.
• Proficient with dashboards and Excel; comfortable using automation-assisted tools.

Responsibilities

• Supervise day-to-day performance of customs declaration specialists across assigned shifts.
• Manage queue ownership with prioritization based on complexity, due times, and capacity; monitor aging and SLAs.
• Coordinate with Workforce Management for intraday staffing and workload changes.
• Oversee preparation, submission, tracking, and closure of Singapore import/export declarations.
• Coach, review cases, and provide feedback to improve quality and adherence to SOPs.
• Support development/maintenance of customer-specific SOPs, job aids, and training materials.
• Prepare daily KPI updates, backlog reports, and escalation logs; support continuous improvement initiatives.

Skills

Team leadership

Customs clearance

Workflow management

Quality assurance

KPI reporting

Microsoft Excel

Communication

Tools

Microsoft Excel

Dashboard tools

Ticketing systems

Automation tools

Job description

Sourcefit is seeking a Customs Declaration Operations Team Lead to supervise a 24/7 team handling Singapore import/export permit requests. The role involves managing workflow, escalations, training, and SOP adherence while coordinating with Operations, Training, and Quality.

The candidate will oversee complex declarations, ensure SLA performance, and drive continuous improvement with automation-assisted systems. Onsite presence may be required on a rotating basis per roster.