Careers at Acquire Intelligence

URGENT - Team Leader (E-commerce) |DAYSHIFT | 35K-40K*

company: Acquire Intelligence
location: Ortigas, Metro Manila, Philippines
posted: 12 Oct

**At Acquire Intelligence, our mission is to help business work smarter.**
We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.
Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.
If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.
***Advance Your Career - Join us today and be part of a team where your work makes an impact!***
**WHY JOIN THE A-TEAM? Come for a career, stay for the fun!**
Here’s what’s waiting for you:
**HMO coverage for you and your family**
**Epic Yearly Kick-Off Parties** with major giveaways (including a **car in 2023!**)
**Recognition through our Value Awards** — we celebrate your wins
**Real career growth** with internal promotions
**Meaningful work** with talented and supportive teams
Your future matters:
**900 internal promotions** every year
**2,700+ leadership training courses**
Extra rewards along the way:
**14th Month Pay** for employees who complete 5 years with us
Generous **referral incentives of up to ₱42,000** depending on the role
Enjoy **work-life balance**:
12 Vacation Leaves\*
12 Sick Leaves\*
1 Birthday Leave\*
**A SNAPSHOT OF YOUR ROLE**
You lead our offshore customer experience team, providing daily direction and oversight during US business hours. Working from our shared support queue, the team primarily supports US customers and also assists customers across other markets. You work alongside the team answering enquiries and resolving escalations, while setting clear priorities, monitoring performance and coaching each Representative. You make sure customers receive accurate, warm and complete resolutions, including when enquiry volumes rise. Working closely with the CX Manager and Melbourne team, you help establish and develop the offshore function as part of customer experience team. Your leadership gives Representatives clear accountability and the confidence to resolve customer issues with sound judgement.
**Key responsibilities**
Personally handle enquiries from the shared support queue across assigned channels and markets, including order changes, delivery issues, returns, exchanges and product questions, within service-level targets and account's policies
Act as the first escalation point for offshore Representatives, helping them investigate issues, make sound decisions and give customers clear answers
Approve refunds, replacements, credits and goodwill within delegated authority, and refer matters outside those limits, policy exceptions and sensitive or high-risk complaints to the CX Manager with full context and recommended resolution
Work directly with the Melbourne CX team, Operations, stores and other relevant teams to resolve customer issues, and coordinate with fulfilment partners through agreed processes
Balance your own ticket workload with team oversight, ensuring coaching and quality checks continue during busy periods
Allocate work within the shared support queue, monitor ticket volume and ageing, and adjust priorities and channel coverage across markets
Prepare rosters and coordinate breaks, leave cover and shift handovers within the agreed staffing plan
Monitor attendance, availability and output throughout the shift, and address missed expectations promptly
Run regular one-to-ones and documented coaching against individual performance measures, and review a regular sample of each Representative's tickets for accuracy, completeness, tone, policy compliance and correct processing
Lead day-to-day onboarding and training, building product knowledge, system skills and confidence in handling customer enquiries
**About you**
Experience leading a customer service team, with clear examples of coaching, managing performance and maintaining accountability
Excellent written and spoken English, with the ability to communicate warmly with customers and give clear, constructive feedback to colleagues
Strong customer service judgement, including investigating complex enquiries and resolving escalations within policy and authority limits
Confident using support systems and performance data to manage priorities, monitor workload and identify quality issues
Comfortable working US business hours and collaborating closely with a team based in Australia
Customer service experience in ecommerce or retail, ideally supporting US customers for a growing consumer brand (desirable)
Familiarity with Gorgias, Shopify and Cin7, and experience onboarding agents or managing support through seasonal peaks (desirable)
**WHAT WE VALUE**
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
**Curious and Clever**: Smart questions spark smart solutions.
**Entrepreneurial Energy**: Think like an owner. Solve like a founder.
**Fast with Intent**: We move fast and deliver real results.
**Laugh and Learn**: We don’t take ourselves too seriously, just our results.
What are you waiting for? ***Come for a career, stay for the fun!***

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