Customer Experience Team Lead

Hey, mabuhay! 💨

Thanks for dropping by. We know looking for the right gig can feel like being stuck in EDSA traffic 🚗🚙🚌, so we’ll keep it moving and get straight to the point 📍.

With over 8 million downloads and a powerful network of thousand of dedicated biker-partners, we are a leading ride-hailing platform operating across the Philippines 🇵🇭. Our grand vision? To end poverty in the Philippines through revolutionary transportation solutions 🛣️. We aim to provide our customers with convenient, reliable, and safe rides, impacting millions of lives positively every single day.

As part of our continued expansion, we're looking for a Customer Experience Team Lead to help us scale our customer support operations while building a high-performing team that delivers exceptional service.

What You'll Do 🎯

As a Customer Experience Team Lead, you'll lead, coach, and inspire a team while ensuring operational excellence and an outstanding customer experience.

Your responsibilities include

• Monitor team performance and identify areas for improvement.
• Resolve team conflicts and address employee concerns.
• Hire, train, Coach and develop SMEs and CE Associates
• Conduct performance evaluations and provide regular feedback.
• Handle escalated customer issues and complaints.
• Help develop and implement service excellence strategies and initiatives.
• Implement process changes to enhance efficiency and customer satisfaction.
• Conduct quality assurance audits and provide feedback to the team.
• Identify and address training needs based on quality assurance findings.
• Reporting and analysis of data in your team or department
• Adhere to company policy and procedures.
• Achieve or exceed targets and other key objectives assigned by your Immediate Supervisor.
• Participate in ongoing training and development programs.
• Accept other associated responsibilities and projects as the need arises.

Competencies for the Job

• Data Analysis: Strong ability to read, process, and analyze data accurately.
• Data Visualization: Skilled in creating clear, easy-to-understand charts, graphs, and tables for management reporting.
• Spreadsheet Expertise: Advanced proficiency in Microsoft Excel and Google Sheets, including the use of complex formulas such as XLOOKUP, INDEX/MATCH, and nested IF statements.
• Problem Solving: Ability to identify data discrepancies, troubleshoot issues, and improve reporting processes.
• Communication: Strong communication skills with the ability to explain technical data and insights to non-technical stakeholders in a clear and concise manner.

Where And How You Can Work 🗺️

Our Manila hub is the heart of our operations, keeping millions of commuters and riders connected across the metro 🏙️. We don't believe in micromanaging your route 🛑. We trust our team to choose the balance that empowers them and their squad to crush their goals 🏁. Whether you’re collaborating onsite, working remotely from your favorite coffee shop, or doing a mix of both ☕💻—we provide the flexibility; you bring the drive ⚡.

Ready to change how the Philippines moves? Let’s get this show on the road 🚦 green light!

• At least 2-3 years of team lead / people management experience
• Proven track record of success in providing expert-level guidance and support
• Excellent communication and presentation skills
• Ability to work independently and as part of a team
• Strong analytical and problem-solving skills
• Amenability working as Support POC during weekend (rotation based)

• Work your way – Enjoy flexibility and the freedom to thrive in your role.
• Work-life balance – Build a career without sacrificing your personal life.
• Free perks – Fuel up with free meals and stay active with gym access.
• Grow fast – Unlock career advancement and promotion opportunities.
• Get rewarded – Earn a competitive salary with opportunities for pay increases.
• Start-up energy – Be part of a fast-moving, innovative team where your ideas matter.
• Global vibes – Collaborate with a diverse, multicultural team in an agile workplace.
• Tech-driven culture – Work with modern tools and cutting-edge technology that keep you ahead of the game.