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Customer Experience Team Lead

3 weeks ago

Manila, National Capital Region, Philippines myGwork - LGBTQ+ Business Community Full time
Job Description

We are seeking a highly skilled Customer Experience Team Lead to join our team. As a key member of our leadership team, you will be responsible for managing a team of Customer Support Associates and overseeing the overall performance and operational delivery of your team.

The ideal candidate will have a strong background in customer service, sales, logistics, or collections, with a proven track record of leading teams and driving results. You will work closely with key support functions such as leaders, delivery station operations, program managers, recruiting, and human resources to review performance trends and opportunities and take action to improve service levels and quality of performance.

Key responsibilities include:

  1. Solving complex customer service issues and demonstrating a passion for delivering exceptional customer experiences.
  2. Developing and achieving performance goals and objectives to meet customer promise expectations.
  3. Creating a high-performing team that delivers world-class customer experiences.
  4. Developing a team of 20 or more associates and overseeing their direction, coordination, motivation, and evaluation.
  5. Carrying out supervisory responsibilities in accordance with Amazon policies and procedures.
  6. Regularly reviewing team metrics to identify associate opportunities and develop plans to improve team performance.