# Customer Experience Team Lead

> Angkas · Makati City, Philippines · Full-time · Posted 2026-07-30

**Workplace:** on_site

**Department:** Service Excellence

## Description

Hey, mabuhay! 💨

Thanks for dropping by. We know looking for the right gig 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 grand vision? 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 improvement.
-   Resolve team conflicts and address employee concerns.
-   Hire, train, Coach and develop SMEs and CE Associates
-   Conduct performance evaluations and provide regular feedback.
-   Handle escalated customer issues and complaints.
-   Help develop and implement service excellence strategies and initiatives.
-   Implement process changes to enhance efficiency and customer satisfaction.
-   Conduct quality assurance audits and provide feedback to the team.
-   Identify and address training needs based on quality assurance findings.
-   Reporting and analysis of data in your team or department

-   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**

-   **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.

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 🚦 green light!

## Requirements

-   At least 2-3 years of team lead / people management experience
-   Proven track record of success in providing expert-level guidance and support
-   Excellent communication and presentation skills
-   Ability to work independently and as part of a team
-   Strong analytical and problem-solving skills

-   Amenability working as Support  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.

## Apply

[Apply at Angkas](https://apply.workable.com/angkas/j/7397077409/apply)

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