Student Support Lead: Multichannel Excellence

GUS Educations PH; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO for you & dependents

Life Insurance

Training & Learning

30 PTOs & Leave Conversion

Parental & Maternity Benefits

Allowances

Job summary

GUS Education PH is seeking a Student Support Team Leader to guide a team of Student Service Advisors providing support via phone, email, live chat, and video calls. You will mentor, monitor performance, and ensure timely, empathetic student assistance while maintaining service standards.

Based onsite in Bridgetowne, Quezon City, you will work with onshore clients and university stakeholders to drive quality, productivity, and a positive student experience through data-driven improvements.

Qualifications

• Experience leading or supervising a customer service or student support team.
• Experience in high-volume customer service; higher education/student services experience is encouraged.
• Proven ability to coach, motivate, and develop team members while managing KPIs.
• Strong analytical and numerical skills to interpret operational data and prepare performance reports.
• Excellent verbal and written communication for presenting results to onshore clients.
• Experience managing customer interactions across multiple channels (phone, email, live chat, digital).

Responsibilities

• Lead, coach, and develop a team of Student Service Advisors.
• Oversee multichannel student support across phone, email, live chat, video calls, and other digital channels.
• Track and analyze team performance against KPIs and present updates to stakeholders.
• Champion quality and student experience by resolving complex enquiries and improving first-contact resolution.
• Identify process improvements and support continuous improvement initiatives with onshore stakeholders.

Skills

Team leadership

Customer service

Coaching

Data analysis

Tools

CRM software

Case management systems

Job description

GUS Education PH is seeking a Student Support Team Leader to guide a team of Student Service Advisors providing support via phone, email, live chat, and video calls. You will mentor, monitor performance, and ensure timely, empathetic student assistance while maintaining service standards.

Based onsite in Bridgetowne, Quezon City, you will work with onshore clients and university stakeholders to drive quality, productivity, and a positive student experience through data-driven improvements.