Home Company Reviews Download App

Sign In Sign Up

Jobseekers

Company Reviews Download App Sign In Sign Up

Employer

Login Register Learn more

X

Date Posted

Category

Job Type

Job Level

Show more filters

Customer Service Team Leader

湖南拓维云创科技有限责任公司

2.9

Job Type   /   Job Level

Full-time   /   Junior Executive

Company Location

Philippines

Key Responsibilities

Customer Support Operations
Handle escalated customer inquiries via email, phone, and chat
Support global customers across different time zones
Resolve issues related to orders, shipping, returns, refunds, and exchanges
Ensure professional communication aligned with brand tone
Team Management
Lead and supervise customer service agents
Assign daily workload and monitor performance
Conduct onboarding, training, and coaching
Evaluate agent quality and performance
KPI & Performance Management
Ensure team meets SLA targets including:
First Response Time (FRT)
Customer Satisfaction (CSAT)
First Contact Resolution (FCR)
Monitor daily/weekly performance dashboards
Identify gaps and drive continuous improvement
Process & Quality Improvement
Optimize SOPs, macros, and response templates
Work closely with logistics, operations, and warehouse teams
Analyze customer complaints and recurring issues
Support refund control and fraud prevention policies
Cross-functional Communication
Coordinate with Shopify operations, logistics, and payment teams
Escalate critical issues to management
Provide customer insights to improve conversion and retention

Requirements

Must-have

Based in Manila
25 years customer service experience
13 years team leadership experience
Experience with Shopify / Zendesk / Gorgias or similar tools
Strong English communication skills
Experience in e-commerce or DTC brands preferred

Nice to have

Cross-border e-commerce experience (US/EU markets preferred)
High-volume ticket handling experience
Knowledge of logistics and returns workflow
Experience working with Shopify independent stores
Ability to communicate in Mandarin Chinese is a strong plus
Experience supporting Chinese-speaking teams or stakeholders

Key Competencies

Strong problem-solving ability under pressure
Customer-first mindset
Data-driven decision making
Strong leadership and coaching ability
Attention to detail
Fast execution in high-paced environments

What We Offer

Competitive salary based on experience
Performance-based bonus
Remote / hybrid work flexibility
Growth opportunity in a fast-scaling global DTC brand
Exposure to international e-commerce operations

Jobs in Philippines » Jobs in Quezon City, National Capital Region, Philippines » Customer Service Team Leader

More jobs

Service Team Leader

Metro Manila, Philippines

Customer Service and Retention Team Leader

Cebu, Central Visayas, Philippines, Philippines

Team Leader, Customer Service – Contract Administration

Quezon City, National Capital Region, Philippines, Philippines

Team Leader, Customer Service – Contract Administration

Quezon City, National Capital Region, Philippines, Philippines

Team Leader, Customer Success

Makati, National Capital Region, Philippines, Philippines

Customer Support Team Leader

Philippines, Philippines