Remote CX Team Lead: Elevate Customer Experience

MicroSourcing International; Philippines; On-site; PHP 1,004,000 - 1,451,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash-out

Group life insurance

Performance bonuses

Job summary

MicroSourcing International is seeking a Customer Experience Team Lead to guide CX initiatives while coordinating with internal teams. This remote role supports clients from a home-based setup in the Philippines.

You will lead discovery discussions, design scalable CX solutions, and oversee implementation, onboarding, and training to ensure successful go-lives. Strong CX knowledge and English proficiency are essential.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 3–5 years in Customer Experience, customer service, or contact center operations.
• 3–5 years of BPO experience.
• Strong understanding of CX operations, processes, metrics, and industry practices.
• Ability to lead client-facing discussions with operational and executive stakeholders.
• Excellent English communication, presentation, facilitation, documentation, and stakeholder-management skills.
• Strong organizational and project coordination skills.

Responsibilities

• Lead CX discussions with clients to understand service processes, channels, and goals.
• Recommend practical CX solutions based on client needs.
• Own end-to-end CX implementation, onboarding, training, and go-live activities.
• Coordinate with internal teams to ensure launch readiness.
• Define hiring requirements, interview criteria, and delivery-readiness standards.
• Guide teams on customer support workflows, escalation, and quality standards.
• Develop CX playbooks, SOPs, and best practices.
• Support Sales with CX capabilities and solutions.

Skills

English communication

Presentation

Facilitation

Documentation

Stakeholder management

Education

Bachelor's degree in Business/Communications/Operations

Tools

Salesforce

Zendesk

Genesys

Five9

NICE

Job description

MicroSourcing International is seeking a Customer Experience Team Lead to guide CX initiatives while coordinating with internal teams. This remote role supports clients from a home-based setup in the Philippines.

You will lead discovery discussions, design scalable CX solutions, and oversee implementation, onboarding, and training to ensure successful go-lives. Strong CX knowledge and English proficiency are essential.