Customer Service Team Lead

2 days ago

Philippines Muvr Full time ₱80,000 - ₱120,000 per year
About Us

Muvr is an AI-powered logistics and marketplace platform redefining how people move, deliver, and dispose of items. We connect customers, providers, and partners in a seamless ecosystem — powered by automation, smart operations, and human trust.

The Role

We're looking for a Customer Service Team Lead to guide and coach our frontline support team. In this role, you'll oversee day-to-day service operations, ensure SLA compliance, and act as the first escalation point for customer and provider issues.

You'll manage a team of Customer Service Specialists, driving excellence in response time, resolution quality, and empathy, while collaborating with Operations, Partner Ops, and Central Ops to surface insights and improve workflows.

Key Responsibilities:
  • Lead, coach, and support a team of customer service agents across multiple channels (chat, email, phone, in-app).
  • Monitor daily performance to ensure SLA adherence (response time, resolution time, CSAT).
  • Handle escalations and guide agents through complex cases.
  • Provide regular coaching, 1:1s, and training refreshers.
  • Partner with Workforce Management on scheduling and volume forecasting.
  • Review QA feedback and help agents improve tone, compliance, and process alignment.
  • Report team metrics and escalate systemic issues to leadership.
Qualifications:
  • 3+ years in customer service, with 1–2 years in a team lead or supervisory role.
  • Experience in high-volume support environments (logistics, marketplace, SaaS a plus).
  • Strong leadership and coaching skills — able to motivate and guide a team.
  • Data-driven mindset with comfort in monitoring SLAs and KPIs.
  • Excellent communication skills (verbal and written).
  • Calm under pressure with strong problem-solving ability.
Success in This Role Means
  • Consistently meeting SLA targets across response and resolution.
  • Driving high CSAT and customer trust.
  • Reducing escalations through proactive coaching and clear workflows.
  • Empowering agents with knowledge, tools, and confidence to succeed.
Why Join Muvr
  • Be part of a mission-driven platform solving real-world logistics challenges.
  • Lead and mentor a frontline team that is the heart of our customer experience.
  • Competitive compensation.
  • Opportunities to grow into broader leadership roles in Operations and Community Ops.

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