Join the enablesGROUP Where Talent Meets Opportunity!

Why Join enablesGROUP

Since 2016, enablesGROUP has been on a mission: to deliver high-quality operations and outsourcing services to every client, big or small.

Fast forward to 2025, we've grown our global footprint to serve 100+ clients and expanded into 4 key industries. At enablesGROUP, you're not just joining a company you're joining a community that values growth, learning, and success. Check us out at www.enablesgroup.com.

At enablesGROUP, you're not just joining a company you're joining a community that values growth, learning, and success.

We have market leading engagement scores and invest heavily in your Learning and Development, with a specific focus on enhancing your ability to leverage AI in your daily tasks.

Our Perks & Benefits include:

Comprehensive health and life insurance starting Day 1, covering 2 eligible dependents.
20 leave credits for vacation, emergencies, sick days, and even your birthday!
Endless opportunities for career advancement with annual performance reviews and salary increases.
Company-provided laptop to set you up for success.
Convenient office location in Pasig, at the heart of Manila, accessible to all.
Loyalty rewards: Employees celebrating 5 years could receive a profit-sharing scheme.
In-house learning & development programs with access to the latest in AI and technology.

Job Title:CS Retail Team Leader

Location: Ortigas, Pasig, PH

This role handles a blended support CS/Retail team (voice, chat, and email) for US and AU customers. We're looking for someone with BPO leadership experience who can coach, motivate, and drive performance in a fast-paced, customer-focused environment. Flexibility with shifts and strong communication skills are a must.

JOB DETAILS:

Lead and support a growing team of email and chat retail specialists, ensuring high performance and exceptional service aligned with the Client's brand
Recruit, coach, and mentor team members with a focus on continuous development, engagement, and retention
Monitor individual and team KPIs daily, ensuring performance standards, quality metrics, and brand tone are consistently met
Implement company policies and behavioural expectations, holding team members accountable through regular feedback and performance reviews
Ensure first contact resolution and customer satisfaction by empowering the team to resolve concerns confidently and completely
Track and report on daily, weekly, and monthly team performance and deliverables for internal stakeholders and client updates
Own the process from customer support operations to individual performance and act as the go-to leader for the PH-based support team
Set and manage performance goals and service level targets specific to online retail experiences
Handle escalations and provide support in complex or high-touch interactions, ensuring brand-aligned communication at all times
Be hands-on when needed assist in frontline work (chat/email) during high-volume periods or as a model for best practices

Experience desired (if any):

Minimum of 3 years experience as a Team Leader in retail customer service, preferably with exposure to AU/US online retail accounts (Blended: Chat, Email, Prio: Voice for AU campaign)
3-4 years work experience with AU/US/NZ Retail campaign is preferred.
Proven ability to lead remote or offshore teams, ensuring consistent output and alignment with brand standards
Excellent communication skills both verbal and written fit for US/AU customers/clients.
Passion to provide positive customer experience.
Ability to communicate and engage effectively, verbally and in writing, with customers and partners.
Ability to use and learn proprietary software systems and proficient with Microsoft Office Suite. Experience in using Zendesk is required.
Demonstrated skill in managing performance, coaching team members, and resolving customer issues with empathy and efficiency
Can manage own time, working autonomously and priorities daily/ weekly tasks to work efficiently
Has the ability to reach an outcome with customers and outsourced teams.
Manage difficult issues with a calm, professional manner and positive attitude.
The ability to establish the best outcome for the partnering brand, customer and our business
Outstanding management skills with the ability to resolve issues and address complaints
Candidate must possess at least a Bachelor's/College Degree, in any field.
Excellent analytical, problem-solving and organizational skills
Highly organized and solutions focused
Self-sufficient and able to work to deadlines
Strong attention to detail and high level of output

Work Location / Working shifts:

Work Set up: 3x week onsite

Work Location: Ortigas, Pasig

Customer Service Team Lead

Customer Service Team Lead

Customer Service Team Lead

Customer Service Retail Team Lead