Customer Service Team Lead

2 weeks ago

Philippines Muvr Full time ₱1,200,000 - ₱2,400,000 per year
About Muvr

Muvr is an AI-powered logistics and marketplace platform connecting customers, drivers, and partners to move, deliver, or remove items seamlessly.
We're building the most trusted ecosystem for real-world logistics — from on-demand delivery and moving to junk removal and retail integrations.
Our Community Operations team ensures that every customer and service provider interaction is fast, fair, and reliable.

About the Role

We're hiring a Customer Service Team Lead to manage and coach our frontline logistics support team.
You'll oversee day-to-day service operations — ensuring smooth coordination between customers booking jobs and drivers fulfilling them.
This includes quote generation, order booking, real-time order management, and post-service issue resolution.

You'll lead a team that supports customers and service providers across chat, email, phone, and in-app channels — ensuring SLA performance and service excellence.
This role is ideal for leaders from logistics, delivery, or operations environments (Amazon, FedEx, Uber, Grab, DoorDash) who thrive in fast-paced, data-driven service settings.

Key Responsibilities
  • Lead and coach a team of Customer Service Specialists supporting customers and drivers across multiple channels (chat, email, phone, in-app).
  • Manage quotes and bookings: Oversee inbound quote requests, ensure accurate pricing per Muvr policy, and confirm successful order creation.
  • Oversee order management: Monitor live bookings from assignment to completion, ensuring smooth communication between customers, drivers, and operations.
  • Resolve escalations related to delays, cancellations, damages, or payment disputes.
  • Collaborate with Workforce Management (WFM) on volume forecasting, shift planning, and real-time adherence.
  • Analyze support and fulfillment trends to identify friction points and drive improvement initiatives with Operations, Product, and Policy teams.
  • Coach and develop your team: Deliver targeted feedback, QA sessions, and enablement support to improve service quality and consistency.
  • Maintain operational integrity: Enforce platform policies, safety standards, and communication guardrails across customer and provider interactions.
  • Partner with internal teams (CentralOps, Product, Driver Ops, Policy) to continuously refine service workflows, quote logic, and booking flows.
Qualifications
  • 3+ years in customer service or operations; 1–2 years in a team lead or supervisory role.
  • Experience in logistics, on-demand delivery, or service operations.
  • Proven track record of managing quote-to-order workflows and dispatch coordination.
  • Strong analytical, data-driven decision-making skills with a focus on SLA and CSAT.
  • Excellent written and verbal communication skills.
  • Calm, organized, and decisive under pressure with a focus on fairness and compliance.
Success in This Role Means
  • Consistently meeting or exceeding SLA, CSAT, and accuracy targets.
  • Building a high-performing, motivated support team.
  • Reducing escalations through proactive coaching and process improvement.
  • Ensuring seamless coordination between customers, drivers, and internal teams.
  • Delivering fast, fair, and empathetic service experiences.
Why Join Muvr
  • Be part of a mission-driven team transforming how people move, deliver, and remove items.
  • Lead frontline operations at the heart of a fast-growing AI logistics platform.
  • Competitive pay, growth opportunities, and exposure to cross-functional operations.
  • Career pathways into Leadership, Workforce Management, Quality, and Enablement.

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