Senior Customer Experience & Resolution Lead

2GO Group; Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

2GO Express seeks a Customer Experience & Resolution Manager to lead the customer resolution and service recovery function, ensuring escalated concerns are handled with urgency and care. You will drive timely case resolution, strengthen customer communication, and work with cross-functional teams to improve overall CX.

Lead the CX & Resolution team, set case-handling standards, and drive corrective actions across units, ensuring escalation through closure and continuous improvement.

Qualifications

• Bachelor’s degree in Business Administration, Management, Logistics, Communications, or related field.

Responsibilities

• Manage escalated customer concerns with clear ownership and timely resolution.
• Monitor case aging, open cases, and backlogs to prevent delays.
• Establish escalation protocols and severity levels.
• Ensure accurate case documentation and follow-through until closure.
• Lead service recovery and customer communication for significant issues.
• Track KPIs and maintain performance dashboards for CX performance.

Skills

Customer experience

Escalation management

Leadership

Communication

Cross-functional collaboration

Data analysis

Education

Bachelor's degree in Business Administration/Management/Logistics/Communications

Tools

CRM systems

MS Office

Job description

2GO Express seeks a Customer Experience & Resolution Manager to lead the customer resolution and service recovery function, ensuring escalated concerns are handled with urgency and care. You will drive timely case resolution, strengthen customer communication, and work with cross-functional teams to improve overall CX.

Lead the CX & Resolution team, set case-handling standards, and drive corrective actions across units, ensuring escalation through closure and continuous improvement.