Opportunity at
AngkasCustomer Experience Team Lead
Angkas is hiring a Customer Experience Team Lead on a full-time, on-site basis in the Philippines. The lead manages a support team as customer operations scale,…
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About This Role
Angkas is hiring a Customer Experience Team Lead on a full-time, on-site basis in the Philippines. The lead manages a support team as customer operations scale, monitors team performance, coaches and hires subject-matter experts and associates, handles escalated complaints, and runs quality assurance audits. The role also builds service strategies, analyzes team data for reports, and works a weekend support rotation.
Job Description
Angkas is hiring a Customer Experience Team Lead on a full-time, on-site basis in the Philippines. The lead manages a support team as customer operations scale, monitors team performance, coaches and hires subject-matter experts and associates, handles escalated complaints, and runs quality assurance audits. The role also builds service strategies, analyzes team data for reports, and works a weekend support rotation.
Responsibilities
- Monitor team performance, resolve conflicts and address employee concerns.
- Hire, train, coach and develop subject-matter experts and customer experience associates.
- Handle escalated customer issues and complaints, and help design service excellence initiatives.
- Run quality assurance audits, give feedback and identify training needs.
Requirements
- At least 2 to 3 years of team lead or people management experience.
- A proven track record of expert-level guidance and support.
- Excellent communication and presentation skills.
- Strong analytical and problem-solving skills, and willingness to serve as weekend support point of contact on a rotation.
Qualifications
- Advanced Excel and Google Sheets skills, including lookup functions and nested formulas.
- Data visualization skills for clear management reports.
- Ability to explain data and insights to non-technical stakeholders.
Core Skills
Benefits
- Flexibility and freedom to thrive in the role.
- Free meals and gym access.
- Career advancement and promotion opportunities.
- Competitive salary with pay increases.
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job based and how is it set up?
The listing states the Philippines with an on-site setup.
What employment type is offered and is a salary stated?
This is a full-time role. The posting does not specify a salary.
What experience is required?
At least 2 to 3 years of team lead or people management experience.
Sample Interview Questions
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