Customer Experience Senior Team Lead
Brolly Labs
📍 Remote💰 P74,000 - P78,000/monthSupportFull-TimeAgency
About the role
Overview
Looking for a seasoned leader who can lead leaders and thrive in a fast-paced e-commerce environment, managing Team Leads and agents, handling high-risk CX cases, and driving multi-team performance.
What You'll Do
Lead Team Leads and agents across multiple teams
Ensure KPIs/SLAs, quality, and customer satisfaction
Handle escalations, fraud/chargebacks, and critical CX issues
Drive SOP improvements, reporting, and performance optimization
Work directly with clients and lead Weekly Business Reviews
What We're Looking For
5+ years e-commerce CX experience (logistics, fulfillment, support)
3+ years leadership experience (managing Team Leads/supervisors)
Strong decision-making and ability to handle high-volume operations
Experience with Shopify, Zendesk, Gorgias, etc.
Fluent English with excellent communication skills
Nice to Have
Experience in compliance-heavy industries, workforce planning, or advanced CX operations
Role Details
Remote | Full-Time, US Timezone, long-term role (not for freelance-only candidates)
Important