Customer Service Lead

2 days ago

Pasig, National Capital Region, Philippines enablesGROUP Full time $80,000 - $120,000 per year

Role Summary

Own the end-to-end customer experience across retail and digital touch-points. Drive service quality, client retention and incremental revenue by orchestrating CRM, AI-driven support tools and store-level operations. Acts as the single point of contact for client stakeholders while leading an on-shore/off-shore service team.

Key Responsibilities

Service Strategy & Execution

Design and deliver the omni-channel service roadmap (voice, chat, social, in-store). Define SLAs/OKRs, monitor CSAT/NPS, and roll out continuous-improvement sprints.

CRM & AI Enablement

Administer the client's CRM stack (e.g., Salesforce, Zoho, Shopify-Gorgias). Implement AI assistants (LLM chatbots, sentiment routing, auto-reply, predictive staffing) and ensure governance of AI outputs.

Client & Stakeholder Management

Serve as senior escalation point, run QBRs, and translate service data into executive-level insights that unlock upsell opportunities.

Retail / Store Operations

Coordinate with store managers on queue management, click-and-collect, returns, and in-store events. Analyse footfall vs. conversion and prescribe staffing or planogram tweaks.

People Leadership

Lead 10-25 CS associates and 2-3 team leads. Coach on soft skills, schedule optimisation and AI-assisted workflows; maintain

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