Customer Experience Team Lead

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.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 improvementResolve team conflicts and address employee concernsHire, train, Coach and develop SMEs and CE AssociatesConduct performance evaluations and provide regular feedbackHandle escalated customer issues and complaintsHelp develop and implement service excellence strategies and initiativesImplement process changes to enhance efficiency and customer satisfactionConduct quality assurance audits and provide feedback to the teamIdentify and address training needs based on quality assurance findingsReporting and analysis of data in your team or departmentAdhere to company policy and proceduresAchieve or exceed targets and other key objectives assigned by your Immediate SupervisorParticipate in ongoing training and development programsAccept other associated responsibilities and projects as the need arisesCompetencies 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. At Angkas, we believe in giving our people the trust and flexibility to work in a way that helps them and their teams perform at their best. Whether you're working onsite, remotely, or in a hybrid setup, we provide the flexibility, you bring the drive. ⚡Let's get this show on the road!🚦RequirementsAt least 2-3 years of team lead / people management experienceProven track record of success in providing expert-level guidance and supportExcellent communication and presentation skillsAbility to work independently and as part of a teamStrong analytical and problem-solving skillsAmenability working as Support POC during weekend (rotation based)BenefitsWork 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.