Customer Service Team Lead

4 days ago

Work from Home, Philippines MUVR Full time

Position Overview

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.

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.

Job Type: Full-time

Pay: Php Php1,000.00 per day

Benefits:

  • Work from home

Work Location: Remote

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