Customer Service Team Lead
LalamoveManila, Philippines
Posted October 27, 2025
Full Time
About the Company
Lalamove, founded in Hong Kong in 2013, is an on-demand delivery platform that connects individuals, small businesses, and corporations with a fleet of professional driver partners to deliver goods quickly, affordably, and efficiently across 14 markets in Asia, Latin America, and EMEA. Leveraging technology, Lalamove ensures seamless logistics, empowering communities and providing reliable transportation services.
Job Description
Lalamove is seeking a Customer Service Team Lead to conduct coaching, facilitate team meetings, manage performance reviews, monitor key metrics, and oversee escalation and case management. The role emphasizes leadership, communication, and data analysis, requiring a proactive and detail-oriented individual.
Requirements
- Conduct regular coaching sessions with agents.
- Facilitate Weekly Team Meetings.
- Conduct End-of-Month Performance Reviews.
- Monitor and manage key performance metrics daily.
- Oversee L2 Escalation and case management.
- Schedule shell management and communication.
- Identify opportunities to enhance internal processes.
