Remote CX Team Lead: Data-Driven Coach & Growth

Angkas; Makati; Hybrid; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Free meals

Gym access

Flexible work setup

Job summary

Angkas is seeking a Customer Experience Team Lead in the Philippines to scale support operations and build a high-performing team delivering exceptional service. You will coach and inspire a team, monitor performance, resolve conflicts, and drive improvements across processes and customer outcomes.

The role emphasizes data-driven decision making, performance evaluations, and ongoing training to maintain service excellence.

Qualifications

• Strong ability to read, process, and analyze data accurately.
• Skilled in creating clear charts, graphs, and tables for management reporting.
• Advanced proficiency in Excel and Google Sheets with complex formulas.

Responsibilities

• Monitor team performance and identify areas for improvement.
• Resolve team conflicts and address employee concerns.
• Hire, train, coach SMEs and CE Associates.
• Conduct performance evaluations and provide regular feedback.
• Handle escalated customer issues and complaints.
• Develop and implement service excellence strategies and initiatives.
• Implement process changes to enhance efficiency and customer satisfaction.
• Conduct quality assurance audits and provide feedback to the team.
• Identify and address training needs based on QA findings.
• Reporting and analysis of data in your team.

Skills

Data analysis

Data visualization

Spreadsheet expertise

Problem solving

Communication

Tools

Excel

Google Sheets

Job description

Angkas is seeking a Customer Experience Team Lead in the Philippines to scale support operations and build a high-performing team delivering exceptional service. You will coach and inspire a team, monitor performance, resolve conflicts, and drive improvements across processes and customer outcomes.

The role emphasizes data-driven decision making, performance evaluations, and ongoing training to maintain service excellence.