Supervisor Customer Service

We are looking for an experienced Customer Experience Team Leader to join an established Australian fashion retail and eCommerce business.

The successful candidate will lead a customer experience team supporting customers across Australia, New Zealand and other international markets. This role focuses on people leadership, service quality, team performance, coaching and operational support.

Key Responsibilities

• Lead and support a Customer Experience team to achieve service, quality and performance objectives.
• Monitor team performance, productivity, service levels and customer experience metrics.
• Provide coaching, feedback and performance guidance to team members.
• Conduct quality reviews and ensure customer interactions meet established service and brand standards.
• Support escalated customer concerns, complex complaints and service recovery cases.
• Guide the team in handling customer enquiries across voice, live chat and email.
• Coordinate with Operations, Warehouse, Logistics, Marketing and eCommerce teams to resolve customer and order-related concerns.
• Monitor customer feedback and recurring issues and provide insights to management.
• Support enquiries involving orders, returns, exchanges, refunds, payments, delivery and fulfilment.
• Ensure customer interactions and resolutions are accurately documented in CRM and eCommerce systems.
• Ensure adherence to company policies, processes and customer experience standards.
• Identify opportunities to improve team workflows, service quality and customer experience.
• Provide regular updates and reports on team performance, customer trends and operational issues.
• Support team onboarding, training and ongoing development.

Skills & ExperienceRequired

• 4–5+ years of Team Leader experience, preferably in customer service or customer experience.
• Experience in retail, fashion retail or eCommerce.
• Hands-on experience with Zendesk is required.
• Experience leading teams supporting customers through voice, live chat and email.
• Proven experience in coaching, performance management and quality assurance.
• Understanding of customer service operations, including orders, returns, exchanges, refunds, deliveries and complaints.
• Strong written and verbal English communication skills.
• Strong problem-solving, decision-making and escalation management skills.
• Ability to manage multiple priorities in a fast-paced customer-facing environment.

Advantageous Experience

• Australian or New Zealand customer support experience.
• Fashion retail or eCommerce customer experience.
• Experience with Shopify, Gorgias, Salesforce or similar CRM and eCommerce platforms.
• Experience supporting online marketplaces, logistics or delivery services.
• Experience working with premium or high-volume customer service operations.

What Makes You Successful

• Strong people leadership and coaching skills.
• A customer-focused approach to service and problem resolution.
• Confidence handling escalated and complex customer concerns.
• Strong understanding of retail and eCommerce customer journeys.
• Clear and professional communication skills.
• Strong organisation and attention to detail.
• Ability to use customer feedback and performance data to identify improvements.
• Effective collaboration with cross-functional teams.
• Calm and solutions-focused approach in a fast-paced environment.
• Commitment to developing team capability and delivering consistent customer experiences.

Pay: Php50,000.00 - Php55,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Health insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee
• Work from home

Application Question(s):

• What's your expected salary?
• What Retail/Fashion accounts have you handled?
• Have you used Zendesk before?

Work Location: In person