Supervisor, Customer Service

Job Title: Team Leader – Digital Support

Location: Pearson Manila

Office Address: 7th Floor, North Tower, Rockwell Business Center, Sheridan corner United Streets, Mandaluyong City

Work Setup: Office-based with an option to move to hybrid working (2 days per week) upon successful completion of training and probation, and demonstration of the ability to manage team and operational responsibilities independently.

Schedule: 8:00am – 5:00pm UK time

Please note: Actual schedule may vary depending on business needs.

About the Role

We'd like to hear from you if you have experience leading customer service or Digital Support teams and are passionate about driving operational excellence and team development.

As a Team Leader – Digital Support , you will be responsible for leading a team that manages Digital Support for a Learning Platform and Order Processing. You'll ensure high-quality service delivery through coaching, quality assurance, training, and continuous development. You'll also collaborate with internal teams to resolve challenges and drive success across regions.

This role champions culture building, behavior,innovation, and process improvement , identifying opportunities to streamline workflows, enhance customer experience, and implement best practices.

Key Responsibilities

• Lead and support a team responsible for global order management and customer service.



• Monitor team performance



• Conduct quality reviews to ensure adherence to service and process standards.



• Provide coaching, feedback, and development opportunities to team members.



• Collaborate with internal departments to resolve operational issues and improve processes.



• Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.



• Ensure accurate documentation and reporting of team activities and performance metrics.



• Act as a point of escalation for complex or urgent customer issues.



• Foster a collaborative and inclusive team culture.



• Conducts training for new hires.



• Conduct initial-level interviews and participate in the hiring process.



• Conduct training sessions to onboard new hires and upskill existing team members.

Experience & Skills

• Proven experience in team leadership, preferably in customer service or order management.



• Strong understanding of operational workflows and service delivery.



• Excellent communication and interpersonal skills.



• Proficiency in MS Word, Excel, and other relevant tools.



• Ability to coach and develop team members effectively.



• Strong problem-solving and decision-making skills.



• Experience working in a fast-paced, dynamic environment.



• Adaptability to changing business needs and priorities.

Additional Information

• Line of Business Movement: Employees may be reassigned to different lines of business depending on operational needs.



• Probation Period: Hybrid working is available only after a minimum 3-month probation period, subject to manager approval.



• Team Calibration: Office-based calibration is essential to foster collaboration, knowledge sharing, and team cohesion.

Your Rewards & Benefits

• Day 1 Health Care Coverage with up to 2 dependents



• Competitive Retirement Plan – Pearson doubles your contribution



• Volunteering Days and Employee Wellbeing Assistance



• Annual Pay Increase and Performance Bonus

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [Confidential Information].

Job: Customer Success

Job Family: GOTOMARKET

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 25326