Team Leader – Digital Support

Pearson; Mandaluyong; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Day 1 health care coverage with up to

Volunteering days

Employee wellbeing assistance

Annual pay increase

Performance bonus

Job summary

Pearson Manila is seeking a Team Leader – Digital Support to guide a customer service and digital support team for a learning platform and order processing. The role emphasizes coaching, quality assurance, and continuous development to achieve high-quality service delivery.

Office-based with a hybrid option after training and probation, the role requires strong collaboration with internal teams across regions and a focus on improving workflows, customer experience, and best practices.

Qualifications

• Proven experience in team leadership, preferably in customer service or order management.
• Strong understanding of operational workflows and service delivery.
• Excellent communication and interpersonal skills.
• Proficiency in MS Word, Excel, and other relevant tools.

Responsibilities

• Lead and support a team responsible for global order management and customer service.
• Monitor team performance.
• Conduct quality reviews to ensure adherence to service and process standards.
• Provide coaching, feedback, and development opportunities to team members.
• Collaborate with internal departments to resolve operational issues and improve processes.
• Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.
• Ensure accurate documentation and reporting of team activities and performance metrics.
• Act as a point of escalation for complex or urgent customer issues.
• Foster a collaborative and inclusive team culture.
• Conducts training for new hires.
• Conduct initial-level interviews and participate in the hiring process.
• Conduct training sessions to onboard new hires and upskill existing team members.

Skills

Team leadership

Operations management

Coaching & development

Quality assurance

Communication

Problem solving

Tools

MS Word

MS Excel

Job description

Pearson Manila is seeking a Team Leader – Digital Support to guide a customer service and digital support team for a learning platform and order processing. The role emphasizes coaching, quality assurance, and continuous development to achieve high-quality service delivery.

Office-based with a hybrid option after training and probation, the role requires strong collaboration with internal teams across regions and a focus on improving workflows, customer experience, and best practices.