[Hiring] Team Lead - Customer Service / Operations @Emapta

Role Description

Lead Customer Experiences That Build Customer Loyalty at Scale. Innovation, customer loyalty, and operational excellence come together in this leadership opportunity. The Team Lead - Customer Service / Operations drives performance across voice, chat, email, and social support channels while developing future-ready customer service professionals. Contributing to a fast-growing global e-commerce business, this role offers career stability, international collaboration, and the top 1% workplace experience through Emapta's people-first culture.

Qualifications

• 3 to 5 years of customer service experience (preferably omnichannel) and 1 to 2 years of leadership or supervisory experience
• Experience managing teams handling voice, chat, email, and/or social media support
• Strong leadership, coaching, and conflict resolution skills
• Experience managing KPIs, including channel-specific metrics and performance reporting
• Experience working in BPO or shared services environments is preferred
• Strong analytical, reporting, and problem-solving capabilities

Requirements

• Supervise and lead a team of 8-20 customer service representatives handling omnichannel support across voice, chat, email, and social media
• Conduct regular coaching sessions, provide feedback, and perform performance reviews across multiple channel competencies
• Identify channel-specific skill gaps and develop targeted improvement plans
• Equip agents with the knowledge, tools, and support needed to deliver a consistent customer experience across all channels
• Monitor team performance against omnichannel KPIs, including CSAT, AHT, SLA, QA, concurrency, and channel response times
• Analyze channel-specific performance data and implement targeted improvement strategies
• Drive accountability and maintain performance consistency across all support channels
• Optimize team productivity by balancing workloads across multiple queues
• Serve as the first point of escalation for complex customer concerns across all channels
• Ensure timely and effective resolution of escalated cases while maintaining service consistency
• Support agents in managing high-impact and sensitive customer interactions
• Oversee daily operations across multiple support channels to ensure effective queue management and SLA compliance
• Monitor real-time channel performance and adjust resource allocation as needed
• Facilitate seamless transitions of customer interactions between channels, including chat-to-voice escalations
• Maintain visibility of customer journeys across systems to ensure continuity and resolution
• Assist with workforce planning, scheduling, and resource allocation based on channel demand and volume trends
• Support the onboarding and training of new hires on omnichannel tools, systems, and workflows
• Ensure compliance with company policies, processes, and quality standards
• Analyze customer trends and operational performance data to identify gaps and improvement opportunities
• Provide insights on channel efficiency, customer behavior, and operational risks
• Support the implementation of automation tools, including chatbots, macros, and workflow automation
• Collaborate on refining SOPs, knowledge base content, and operational documentation for omnichannel support

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Permanent WFH arrangement
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment