(Remote )

🧾 About the Role
Trafilea is a tech-driven e-commerce group scaling multiple direct-to-consumer brands in the intimate apparel and beauty space. We’re looking for a Customer Care Team Leader with a focus on Subscription and Loyalty to lead our remote customer care team. This role is key to driving customer retention, boosting sales, and elevating the overall experience for our global customer base.


βœ… Position Highlights
β€’ Location: Remote (Philippines-based)
β€’ Industry: Intimate Apparel & Beauty
β€’ Employment Type: Full-Time
β€’ Paid holidays, learning subsidy, and additional remote benefits


πŸ“‹ What You’ll Own
β€’ Lead a team of customer care agents and team leaders, focusing on loyalty and subscription support
β€’ Track KPIs and performance metrics to optimize service quality and team output
β€’ Coach, guide, and mentor your team toward achieving retention and upsell goals
β€’ Resolve conflicts and handle crisis situations with calm, effective communication
β€’ Collaborate across teams to implement customer feedback and process improvements
β€’ Monitor daily operations, ensuring SLAs and satisfaction goals are consistently met


🎯 Must-Have Traits
β€’ 2+ years of leadership experience in a customer care environment
β€’ Strong spoken and written English communication
β€’ Analytical mindset with the ability to track and act on key performance indicators
β€’ Experience in managing teams with varying scopes and deliverables
β€’ Independent decision-maker with strong follow-through
β€’ Positive work ethic and collaborative spirit
β€’ Excellent conflict resolution and crisis management skills
β€’ Growth mindset with a drive to learn and adapt


πŸ’» Remote Requirements
β€’ Must be based in the Philippines
β€’ Reliable internet and remote-ready home setup


πŸ’‘ Why It’s a Win for Remote Job Seekers
β€’ Work from anywhere in the Philippines with a globally diverse and supportive team
β€’ 15 paid holidays, a learning subsidy, and inclusive benefits
β€’ Culture of innovation, inclusivity, and open feedback
β€’ Freedom to grow your leadership skills in a data-driven and mission-focused environment


✍️ Call to Action
If you’re passionate about leading high-performance teams and delivering exceptional customer experiences in a remote-first environment, apply today. Join Trafilea and be part of a brand family that celebrates confidence, body positivity, and bold growth.