Job Description
We continue to grow our brand and along with that the complexity of our systems and processes; we have multiple online channels, including websites, data platforms, CRM’s and other management tools.
We are looking for someone who is dynamic and tech savvy with a passion for putting our members and customers first and understanding that all systems lead to a customer, either internally or externally. You will work on a variety of touchpoints with multiple stakeholders across the business. As the subject matter expert in all things process and system workflows, you will be responsible for the day-to-day operations of our Philippines based Team.
The role is split into two areas and requires balanced focus on the supervision and support of the team located in Dumaguete the functions of the team include but are not limited to IT development, marketing design and Data team and we require your participation in Member Support ticket management. You must have supervision experience in a Customer Service / Call Centre / IT environment / Shared Services previously. Preferably within or for an Australian and or New Zealand client.
Job Title
-
Member Support & Operations Supervisor
Work Schedule
- Day Shift
Job Qualifications/Requirements
- Previous supervisor and leadership experience.
- Strong proven experience as a team leader within customer service teams or other customer-facing teams.
- Proficiency in using e-commerce platforms and content management systems.
- Analytical mindset with the ability to interpret data and make strategic business decisions.
- Ability to work independently and as part of a cross-functional team.
- Flexibility to adapt to changing priorities and technological advancements in the IT landscape.
- Project Management
- Qualification or equivalent experience in IT, Marketing or Business.
- Demonstrated Ability to document process and updating Standard Operating Procedures.
Job Responsibilities
- Lead and manage a cross-functional team including IT developers, marketing designers, and data assistants.
- Ensure performance standards are met and oversee day-to-day administrative and operational needs.
- Collaborate with Sydney-based leadership to monitor and enhance team productivity.
- Participate in shared services pilot and proof of concept initiatives.
- Triage and manage inbound member support tickets, escalating as necessary.
- Co-manage member requests alongside Sydney-based support agents.
- Drive improvements in service delivery based on ticket analysis and feedback.
- Develop and document standard operating procedures (SOPs).
- Create and deliver cross-functional training programs for the Dumaguete team.
- Identify and recommend process improvements for operational efficiency.
- Coordinate recruitment, onboarding, and HR matters in collaboration with WrkPod HR and Sydney teams.
- Ensure legal and policy compliance, and manage any disciplinary actions as required.
- Support merchandising strategy execution and contribute to product content development.
- Provide business insights and recommendations to senior leadership.
- Stay up-to-date with industry best practices in digital support, customer experience, and eCommerce platforms.
Good luck and God Bless!