Team Leader – Retail Support (Customer Experience)

About the role

We are looking for a Team Leader to head a newly established Retail Support team that serves Australian retail and distribution partners. The role will be based onsite in Ortigas and will focus on delivering exceptional customer experiences for a leading media organisation.

Key responsibilities

• Lead, coach and motivate a team of Retail Support Agents to meet performance targets.
• Oversee recruitment, onboarding and integration of new team members.
• Manage escalations and ensure timely resolution of partner issues.
• Drive operational excellence and continuous improvement of support processes.
• Conduct regular performance evaluations, coaching sessions and development planning.

Required profile

• Minimum 5 + years experience in a contact‑centre leadership role.
• At least 3 years experience supporting Australian customers.
• Background in home‑delivery, fibre internet, telecommunications or similar B2B services.
• Proven ability to achieve results and manage team performance.
• Excellent English communication and stakeholder‑management skills.

Required skills

What we offer

• Competitive salary package.
• Day‑1 HMO coverage with free dependent.
• Prime office location in Ortigas with easy MRT access.
• Day‑shift schedule with consecutive off days.
• Salary advance program through banking partner.
• Unlimited upskilling through Emapta Academy courses.
• Free 24/7 access to office gyms and a physical fitness trainer.
• Employee lifestyle perks, referral incentives and 20 annual leaves (including cash‑convertible credits).
• Mentorship, global exposure and clear career growth opportunities.