Head of Customer Experience

2 weeks ago

Manila, National Capital Region, Philippines Brunt Work Full time

This is a remote position.

Schedule:

  • Full time, 9:00 am to 5:30 pm, Sydney, AU

Reports To: Senior Management / COO

Position Objectives:

We are seeking a proactive and experienced Head of Customer Experience to lead and manage our online support (live chat & email) and call centre teams. This key leadership role is responsible for driving exceptional customer service, improving customer satisfaction, reducing refund and complaint rates, and strengthening customer loyalty.

The successful candidate will take ownership of customer escalations, lead performance reviews, and support the setup and refinement of team KPIs to ensure accountability, consistency, and continuous improvement across all touchpoints.

Key Duties and Responsibilities:

  • Lead and manage the customer service teams across online (chat/email) and voice (call centre) channels to deliver a seamless and professional customer experience

  • Monitor team performance regularly; provide actionable feedback and conduct performance reviews to support staff growth and productivity

  • Develop, track, and refine key performance indicators (KPIs) such as response time, resolution rate, CSAT (Customer Satisfaction Score), and refund/complaint metrics

  • Handle or oversee escalated customer issues, ensuring timely and empathetic resolution

  • Create and maintain standardized workflows, policies, and communication templates

  • Identify service gaps and implement strategies to enhance efficiency, accuracy, and customer satisfaction

  • Coordinate training programs and regular coaching sessions to align team performance with organizational goals

  • Collaborate with other departments (e.g., Logistics, Sales, Product, Operations) to resolve recurring service issues and improve cross-functional processes

  • Provide regular reports and insights to senior management on customer service performance and improvement areas

Requirements

Key Skills, Knowledge, and Attributes

  • Proven success managing multi-channel support teams, including live chat, email, and phone-based support

  • Strong people leadership capabilities — coaching, mentoring, and driving accountability

  • Deep understanding of customer service KPIs and how to use them to drive performance and satisfaction

  • Experience handling escalations with a solution-oriented and customer-first approach

  • Excellent written and verbal communication and conflict resolution skills

  • Strong analytical mindset and problem-solving abilities

  • Proficiency with customer service platforms (e.g., Freshdesk, Zendesk, Dialpad, Shopify, or similar tools)

  • Prior experience in e-commerce, logistics, or consumer goods industries is highly desirable

Qualifications & Licensing Requirements

  • Minimum 3 years of experience in a leadership role within customer service or customer experience

  • Bachelor's degree in Business, Communications, or a related field (preferred but not mandatory)

  • Certifications in customer experience management, leadership, or customer service (advantageous)

Benefits

Independent Contractor Perks:

  • HMO coverage for eligible locations
  • Permanent work from home
  • Immediate hiring
  • Steady freelance job

Please note that since this is a permanent work-from-home position and an "Independent Contractor" arrangement, the candidates must have their own computer and internet connection. They will handle their benefits and taxes. The professional fees are at hourly rates, and the rate depends on your performance in the application process.

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