Customer Experience Supervisor
Hey, mabuhay!
Thanks for dropping by. We know looking for the right job 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 vision is 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.
Now, we're looking for a Customer Experience Supervisor.
What you'll do:
- Monitor team performance and identify areas for improvement.
- Resolve team conflicts and address employee concerns.
- Hire, Lead, train, coach, mentor Customer Experience Associates, Subject Matter Experts and Team Lead, providing them with the guidance and support they need to excel.
- Conduct performance evaluations and provide regular feedback.
- Develop and implement customer service process improvements to streamline operations and enhance efficiency.
- Monitor and evaluate team performance, providing constructive feedback and coaching to improve individual and team results.
- Handle escalated customer issues and complaints, investigating and resolving them to achieve customer satisfaction.
- Collaborating with other lines of business and cross functional departments to resolve customer issues and ensure a seamless customer experience.
- Identify and address training/QA needs based on quality assurance findings on behavioral trends
- Coordination with other stakeholders on observations, callouts and process improvements
- Achieve or exceed daily/monthly targets and other key objectives assigned by your Immediate Supervisor.
- 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
- Customer Experience Management
- Customer Service Support
- Records Management
- Troubleshooting
- Customer Advocacy
- Performance Measurement
- Non-Technical Support
- Customer-Centric Mindset
- Strategic Thinking
- Business Knowledge
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!
Requirements
- Bachelor's degree in a relevant field, or equivalent customer service experience
- Minimum of 5 years of experience in a supervisory or 2-3 assistant manager role.
- Proven leadership and supervisory experience.
- Strong problem-solving and decision-making skills.
- Excellent communication and interpersonal skills.
- Ability to work under pressure, meet deadlines, and achieve team targets.
- Proficiency in customer service software and systems.
- Amenability working as Escalation POC during weekend (rotation based)
Benefits
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.