Customer Support Team Lead | Hybrid | Ortigas | Day Shift | Day 1 HMO

Lead High-Impact Customer Support Operations at Scale

The Customer Support Team Lead plays a critical role in ensuring customer support operations run smoothly while empowering frontline specialists to deliver outstanding service experiences. In this leadership role, you will guide a high-performing support team, strengthen operational discipline, and ensure service excellence for customers across a large-scale digital platform. Build a long-term global career with Emapta while developing leadership expertise in a fast-paced customer experience environment.

Job Snapshot

Employment Type: Full Time
Shift: Day Shift, Weekends Off
Work Setup: Hybrid - Megatower, Ortigas

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Hybrid work arrangement
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Fixed weekends off
• Day shift schedule
• 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 (Want to know more? Visit: https://emapta.com/training-calendar/)
• 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 on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Leadership development opportunities
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek
Experience and Skills

• At least 2 years of experience in customer support or contact center leadership
• Strong people management and coaching abilities
• Excellent problem-solving and decision-making skills
• Ability to manage competing priorities in a fast-paced environment
• Strong understanding of credit and financial services operations
• Experience in workforce planning and resource allocation

Leadership Qualities

• Strong understanding of business requirements and day-to-day operational needs in the best interest of the organization and its customers
• Strong commitment to team wellbeing and maintaining a healthy team culture
• Ability to model responsible lending practices and adherence to regulatory requirements
• Ability to promote and practice timely and constructive feedback
• Unbiased leadership approach that treats all team members equally, with respect and psychological safety
• Ability to resolve concerns when possible and escalate issues appropriately in a timely manner
• Ability to model respect and foster cohesion across teams and departments
• Strong respect for team and company privacy, sharing information only with relevant escalation points, people leaders, or HR partners when necessary
• Strong willingness to continuously learn and strengthen leadership capabilities

Key Responsibilities
Team Management

• Manage team rosters to ensure daily, weekly, and monthly resourcing requirements are met, including coverage during local public holidays
• Manage leave requests and maintain accurate leave balances for direct reports
• Create and publish the daily operational plan and allocate resources effectively
• Address daily team enquiries directly or delegate appropriately to maintain workflow efficiency

Credit and Escalations Management

• Manage credit application escalations within delegated credit authority and escalate complex cases to senior leadership when required
• Manage customer escalations and complaints in accordance with Internal Dispute Resolution policies

People Development

• Conduct monthly one-on-one meetings with each direct report to discuss wellbeing, concerns, feedback, and development opportunities
• Identify skill gaps and implement targeted training for individuals or teams within appropriate timeframes
• Attend weekly leadership check-ins with the Head of Customer Support to discuss team performance, resourcing, and operational guidance

Performance and Compliance

• Monitor team OKRs and SLAs using reporting tools to identify performance trends and provide insights to leadership
• Report risk events promptly in accordance with company policies
• Ensure customer review platforms are monitored and responses are completed monthly, either directly or through delegation to senior specialists

Operational Support

• Provide frontline support when required by assisting with phone, ticket, application, and live chat queues

Welcome to Emapta Philippines!

Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia’s Great Places to Work 2025, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.

Apply now and be part of the #EmaptaEra!