Customer Experience Lead

5 days ago

Pasay, Philippines Trafilea Tech E-commerce Group Full time
Overview

We are seeking a Customer Experience Lead (Operations Support) to join Trafilea. The role focuses on our Apparel store to improve the shopping experience for customers and represents customer interests in all business decisions by emphasizing the importance of customer feedback and insights (Voice of the Customer).

About Trafilea

Trafilea is a dynamic and innovative Tech E-commerce Group that operates multiple direct-to-consumer brands in the intimate apparel and beauty sectors, with a focus on using data-driven strategies to scale their businesses. In addition to our products, we have an online community dedicated to promoting body positivity. As a rapidly growing global player, Trafilea is committed to creating high-quality products and services that enhance the customer experience and drive long-term growth.

Culture and Work Model

We foster a culture of collaboration, innovation, and continuous learning. With a remote-first approach, you will have the freedom to work from anywhere in the world, surrounded by a diverse and talented team that spans the globe.

Customer Care @ Trafilea

We foster a culture of collaboration, innovation, and continuous learning. We believe in investing in our people and providing them with the support and development opportunities they need to grow both personally and professionally. With our remote-first approach, you will have the freedom to work from anywhere in the world, surrounded by a diverse and talented team that spans the globe.

Responsibilities
  • Lead and develop the Customer Experience Team for the Apparel store to improve the shopping experience for customers.
  • Represent customer interests in business decisions by emphasizing the Voice of the Customer and feedback insights.
  • Monitor and report on customer experience KPIs; ensure follow-up on action items.
  • Collaborate with cross-functional teams to implement customer-centric solutions and manage escalation processes.
  • Foster a culture of continuous learning and professional growth within the team.
Qualifications
  • 2+ years of experience in the same role.
  • Strong grasp of the English language, including spoken and written.
  • Proven ability to effectively lead and manage team leaders and members, with different scopes and lead indicators to monitor.
  • Good problem-solving skills and confidence when facing challenges to ensure we provide excellence in customer experience.
  • Continuous learning and growth mindset.
  • Good interpersonal & communication skills; positive work attitude.
  • Good analytical and problem-solving skills.
  • Able to have the right follow-up and monitoring of action items and KPIs.
  • A responsible team player who works well with others.
  • Able to make good decisions independently.
  • Conflict Resolution and Decision-Making.
  • Crisis Management and Customer Feedback Integration.
What we offer
  • Collaborate with world-class talents in a data-driven, dynamic, energetic work environment.
  • Opportunity to grow and develop both professionally and personally.
  • Safe space to be who you truly are, with a commitment to diversity, equity, and inclusion.
  • Openness to new ideas and initiatives.
  • Great benefits package including remote work, 15 working days of paid holidays, Learning subsidy, and more

We have been recognized by Forbes and FlexJobs as one of the Top 25 Companies for Remote Workers. Apply now

Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Distribution
  • Industries: Retail
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