Senior Customer Service Operations Lead

2 weeks ago

Manila, National Capital Region, Philippines beBeeOperations Full time ₱3,000,000 - ₱4,500,000

Job Overview

">

The Customer Service Operations Manager is a key role responsible for overseeing the daily operations of all customer service channels, ensuring seamless interactions with customers.

This position involves managing team leads and frontline agents, setting and monitoring key performance indicators (KPIs), and conducting regular performance reviews to ensure alignment with business objectives.

Key Responsibilities:
  • Forecasting and Planning: Forecast staffing needs based on historical volumes and new product launches, collaborating with Workforce Management and Recruitment to ensure adequate agent coverage while maintaining quality.
  • Operational Excellence: Identify and resolve operational bottlenecks through process improvements, system enhancements, and automation, ensuring swift and compliant resolutions to escalated customer issues.
  • Cross-Functional Collaboration: Coordinate cross-functionally with Compliance, Product, and Technology teams for incident root-cause resolution and reporting, tracking operational metrics and generating regular reports on performance, capacity, and issue trends.
Requirements:
  • Leadership Experience: 5+ years of experience in customer service operations, preferably in fintech, banking, or financial services, with proven track records working in multinational or cross-regional companies, understanding global service standards and culturally diverse teams.
  • People Management Skills: Strong people management skills, with a history of leading large support teams in fast-paced environments, solid understanding of banking operations, compliance protocols, and customer lifecycle.
  • Expertise: Expertise in workforce planning, SLA management, and operational analytics, familiarity with BSP customer protection regulations is a strong advantage.
Seniority Level:
  • Mid-Senior level
Employment Type:
  • Full-time
Job Function:
  • Customer Service

  • Customer Service Representative

    2 weeks ago

    Manila, National Capital Region, Philippines Operations Full time ₱24,000 - ₱30,000 per year

    Work setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.Work schedule: Monday to Friday, 9pm to 5am Manila time, overlaps with US operating hoursEmployment type: PermanentLocation: Makati City, Metro ManilaPay range: We value transparency and want to ensure a good fit for...

  • Customer Service Team Lead

    2 weeks ago

    Manila, National Capital Region, Philippines Monee Full time $104,000 - $130,878 per year

    Job DescriptionThe Customer Service Team Lead oversees and supports the customer service team to ensure high-quality service delivery. They manage daily operations, provide guidance and training, handle escalated issues, monitor performance metrics, and foster a positive team environment to enhance customer satisfaction and achieve business goals.Handle...

  • Customer Service Lead

    2 weeks ago

    Manila, National Capital Region, Philippines Coins Full time $90,000 - $120,000 per year

    We are seeking an experienced and strategic Customer Service Director to lead our global customer service organization. The ideal candidate will be responsible for developing and executing customer service strategies that drive customer satisfaction, loyalty, and operational excellence across all support channels.Key Responsibilities: Strategic...

  • Customer Service Lead

    2 weeks ago

    Manila, National Capital Region, Philippines Hiretidal Full time $15,000 - $17,500 per year

    About the job Customer Service Lead Job Title: Customer Service Lead Contractor Fee: $1,500-$1,750/month (USD) Work Arrangement: Remote Engagement Type: Independent Contractor Commitment: Full-time (Approx. 40 hours/week) Company Overview: Tidal is a Direct Placement Agency that helps job seekers find job opportunities for real growth. We work with...

  • Customer Service Team Lead

    3 weeks ago

    Manila, National Capital Region, Philippines TalentPop App Full time

    OverviewLead with Impact as Our Next Customer Service Team Lead at TalentPop. We're looking for a Customer Service Team Lead who can motivate, mentor, and elevate our customer support teams to deliver exceptional service for e-commerce brands. If you're a results-driven leader who balances people management with operational excellence, this role is for...

  • Customer Support Operations Lead

    2 weeks ago

    Manila, National Capital Region, Philippines beBeeCustomerService Full time ₱900,000 - ₱1,200,000

    Job Title: Customer Service ManagerWe are seeking an experienced professional to lead our customer support operations.Lead and train a team of customer service agents to deliver exceptional support.Identify and implement solutions to address recurring customer issues.Develop and maintain customer service SOPs to drive efficiency and consistency.This role...

  • Customer Service Associate

    2 weeks ago

    Manila, National Capital Region, Philippines Bosch Service Solutions, Inc. Full time $104,000 - $130,878 per year

    Company DescriptionAt Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people's lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join inand feel the difference.Established in 1985 as a monitoring center and provider of...

  • Customer Service Team Lead

    7 days ago

    Manila, National Capital Region, Philippines beBeeCustomerService Full time ₱300,000 - ₱600,000

    Job Title: Customer Service Team Lead Avoiding the causes of recurring customer complaints and ensuring their long-term resolution requires a strategic approach. We are seeking an experienced and proactive leader to develop, implement, and optimize our eCommerce subscription business's customer support operations. The ideal candidate will have outstanding...

  • Senior Customer Service Specialist

    2 weeks ago

    Manila, National Capital Region, Philippines HireHawk Full time

    Job Title: Senior Customer Service SpecialistLocation:Remote 100%Salary:1500 - 2000 USD (DOE) + performance bonuses.Working hours: 8am - 5pm PSTAbout the Role:We're seeking a seasonedSenior Customer Service Specialistto join our customer support team—with the opportunity to grow into aTeam Leadrole. This position is ideal for an experienced customer...

  • Senior Customer Service Specialist

    3 weeks ago

    Manila, National Capital Region, Philippines HireHawk Full time

    Job Title: Senior Customer Service SpecialistLocation:Remote 100%Salary: USD (DOE) + performance bonuses.Working hours: 8am - 5pm PSTAbout the Role:We're seeking a seasonedSenior Customer Service Specialistto join our customer support team—with the opportunity to grow into aTeam Leadrole. This position is ideal for an experienced customer service...