Customer Experience Lead

3 weeks ago

Mandaluyong City, National Capital Region, Philippines Trafilea Full time
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. We have our own 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.

Customer Care @ Trafilea

At Trafilea, we foster a culture of collaboration, innovation, and continuous learning. We believe in investing in our people and providing them with support and development opportunities to grow both personally and professionally. Our remote-first approach allows you to work from anywhere in the world, within a diverse and talented team spanning the globe.

Role Overview

We are looking for a Customer Experience Team Leader for our Apparel store, focusing on improving the shopping experience for our customers. This role emphasizes representing customer interests in all business decisions by prioritizing customer feedback and insights (Voice of the Customer).

Experience / Qualifications
  • 2+ years of experience in a similar role
  • Strong command of the English language, both spoken and written
  • Proven ability to lead and manage team leaders and members with various scopes and performance indicators
  • Excellent problem-solving skills and confidence in addressing challenges to ensure customer experience excellence
  • Continuous learning and growth mindset
  • Strong interpersonal and communication skills; positive work attitude
  • Good analytical skills and problem-solving abilities
  • Ability to follow up and monitor action items and KPIs effectively
  • Responsible team player who collaborates well with others
  • Decisive and able to make sound independent decisions
  • Skills in conflict resolution, decision-making, crisis management, and integrating customer feedback
What We Offer
  • Opportunity to collaborate with world-class talents in a data-driven, dynamic, energetic environment
  • Professional and personal growth opportunities
  • A safe, inclusive space that values diversity, equity, and inclusion
  • Openness to new ideas and initiatives
  • Comprehensive benefits, including remote work, 15 paid holidays, a learning subsidy, and more

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

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