Team Manager - Customer Experience (9AM to 6PM EST)
Company:HeadX
Location:Philippines, EST
Languages:English
Seniority level:Manager, 2+ years
Experience:2+ years
Skills:
LeadershipPeople ManagementCommunication SkillsProblem SolvingMentoringQuality AssuranceCritical thinkingTrainingProcess improvementCRMCustomer support
Requirements:
2+ years in team leadership, customer service management, or operations with a focus on customer satisfaction. Proven track record of improving and maintaining high service levels and customer satisfaction. Proficiency with customer service tools, analytics platforms, and quality assurance systems. Experience in the US e-commerce market preferred. Outstanding command of the English language, both written and spoken.
Responsibilities:
Establish and monitor KPIs for service levels and customer satisfaction. Implement quality control processes to maintain high service standards. Refine phone support processes using data and insights. Build and mentor a high-performing team. Develop and train new joiners. Document team activities and outcomes. Provide feedback to teams and leadership to improve processes.
