Customer Experience Team Lead

1 week ago

Manila, National Capital Region, Philippines beBeeLeadership Full time ₱900,000 - ₱1,200,000
About the Role

The Opportunity:

We are seeking a highly skilled and proactive team leader to join our customer experience (CX) team. This is a critical role responsible for leading and developing a high-performing team, ensuring consistent achievement of service levels and customer satisfaction.

In recent years, we've experienced rapid growth, and now need a driven and knowledgeable leader to take our customer experience to the next level.

So, What Can You Expect from Us?

  • A dynamic and innovative work environment with a focus on excellence.
  • A highly experienced founders team with a proven track record of success.
  • A culture of top performers who are passionate about self-improvement.
  • We prioritize performance and have a great time while doing it.
  • We empower each other to become better versions of ourselves in a 100% remote and micromanagement-free environment.

Job Responsibilities:

  • Operational Excellence: Establishing and monitoring key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
  • Quality Assurance: Implementing robust quality control processes to maintain high service standards and identify areas for improvement.
  • Process building: Leveraging data and insights to refine phone support processes and enhance the overall customer experience.
  • Team Leadership: Building and mentoring a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
  • Training: Be the main point of contact for developing & training new joiners for the role.
  • Documentation & Reporting: Document all team activities and outcomes to maintain clear records and identify trends.
  • Feedback Loop: Provide clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment.

Core Skills and Competencies:

  • Exceptional Verbal and Written Communication
  • Emotional Intelligence and Empathy
  • Critical Thinking and Problem-Solving Mindset
  • Proficiency with Customer Service Tools and Analytics Platforms

Your Experience:

  • 2+ years in a similar team leadership, customer service management, or operations role with a focus on customer satisfaction.
  • Proven track record of improving and maintaining high service levels and customer satisfaction.
  • Proficiency with customer service tools, analytics platforms, and quality assurance systems is a must.
  • Preference for candidates with experience in the US e-commerce market.
  • Outstanding command of the English language, both written and spoken.

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