📍 Remote – Philippines | 🌎 Global E-commerce | 📦 Subscription & Loyalty Focus
🧾 About the Role
Trafilea, a fast-growing global e-commerce group behind multiple direct-to-consumer brands, is seeking a Customer Care Team Leader based in the Philippines. This role is focused on subscription and loyalty management, leading teams to drive sales, increase retention, and deliver outstanding customer experiences across our intimate apparel and beauty verticals.
If you’re a strong communicator with proven leadership in customer care—and you thrive in a remote, data-driven environment—this is your opportunity to lead on a global scale.
✅ What You’ll Do
• Lead, coach, and develop customer care teams to hit KPIs and boost retention
• Drive sales performance through loyalty and subscription initiatives
• Monitor performance metrics, providing follow-up and accountability
• Handle escalations and customer crises with poise and clarity
• Integrate customer feedback into service strategies
• Collaborate cross-functionally to elevate the customer journey
🎯 Requirements
• 2+ years of leadership experience in customer service or support
• Strong written and spoken English communication skills
• Confident in monitoring KPIs, lead indicators, and actionable follow-ups
• Experience with conflict resolution, coaching, and team motivation
• Analytical and solutions-focused mindset
• Comfortable making autonomous decisions
• Growth mindset with a collaborative, team-first approach
💡 What You’ll Gain
• Work with world-class talent in a remote-first, innovation-driven culture
• Opportunity for personal and professional growth
• Inclusive, empowering workplace that celebrates diversity
• Competitive benefits package, including:
- Remote work flexibility
- 15 days paid holiday
- Learning subsidy
- Access to a global community