Customer Experience Manager

Who we are

Intrepid Asia is a leading Ecommerce and Digital Solutions Provider in South East Asia. We offer end-to-end omni-channel ecommerce management, Livestreaming, Video production & Affiliate Management for Social Commerce plus full funnel Digital Marketing Services and advanced Market Intelligence, all powered by state of the art inhouse Technology to our client base of leading international brands across all key marketplaces and social platforms in all 6 SEA countries. Brands love our regional presence, our excellent data-driven and growth-focused services which are enabled by the strongest team in the industry, and our advanced marketing and tech capabilities. 

We are growing rapidly and as the exclusive partner of Flywheel in SEA,  we offer many exciting opportunities to work with leading brands across multiple categories and key industry players. By joining us, you will work on the cutting edge of digital and social commerce in SEA, and experience what it takes to drive a successful ecommerce business end-to-end.

The team you will be part of

The Customer Experience (CX) Team plays a critical role in delivering seamless customer experiences across our digital platforms. As the first point of contact for users through chat, the team manages real-time inquiries with speed, accuracy, and professionalism—resolving issues, answering questions, and guiding customers through their shopping journey. By combining strong product knowledge with a service-first mindset, the CX Team helps drive customer satisfaction & loyalty and business performance with operational efficiency at scale.

The part you will play

Intrepid Asia  is searching for a motivated and experienced Customer Experience Manager to join our Team. The role is based in Manila with a hybrid work arrangement. Your goal will be to provide outstanding customer service to our clients and add value to the business by leading a group of specialized customer experience professionals. 

To qualify for the role, the ideal candidate will have proven experience working as a customer experience manager, with excellent knowledge of the latest CX trends and methodologies. Leading and developing people would be a core responsibility. A Quality Assurance background and excellent stakeholder management skills are essential for this role.  

As a Customer Experience Manager , you will take charge of 

• Manage day-to-day operations of the CX Team through effective people leadership, coaching and developing customer experience agents, and using Quality Control as a coaching tool.
• Directly handle customers’ inbound chats if needed, and acts as a backup chat agent.
  Manage customer concerns and escalations through effective collaborations with relevant stakeholders, internally and externally. This includes but is not limited to outbound chat, phone calls, and in-person meetings.
• Collect and translate data into business insights such as but not limited to efficiency, contact reasons, the voice of the customer, and platform key performance indicators. This can be in the form of spreadsheets reports and/or presentations.
• Manage the CX Team’s compliance with standard operating procedures outlined in the brand spilesheets, CX University, and Intrepid’s Code of Conduct.
• Manage department staffing data including but not limited to scheduling and brand groupings, overtime calculation, and payroll tracking.
• Implement the Regional Customer Experience initiatives.

What we are looking for - the ideal profile

• Minimum of 3 years experience as Customer Service Manager in an e-Commerce or BPO/Captive Environment.
• Graduate of any bachelor’s degree.
• Excellent English in written and verbal skills; Strong organizational, time management, and analytical skills
• Proficient in MS Office Suite and Google Business Suites.
• Have a great passion for the customer service industry and customer focus mindset.
• Advantage if has background or exposure to SEA E-Commerce Market.

In return, you will be getting

• Learn from the best CX playbook in the industry, and work with the most sophisticated in-house CX system, where AI increasingly supports you so you can focus on the more complex and high-value added interactions
• With chat being a core part of consumers' decision journey, you will work seamlessly with our other functions to support the business of the brand(s) under your care holistically
• Develop a deep understanding of category- and brand-specific strategy and consumer considerations
• And we support hybrid work, so this role offers you flexibility

We also offer

Best of Both Worlds

We are a scale up: the sophistication of a small multinational, with the agility of a start-up. This means you get to work on cutting-edge projects, and besides your 'standard' job description, we love to see you show entrepreneurial initiative and want to see your take on how you can take your role and our company to the next level. Good ideas get implemented. You are the master of your own destiny.

Culture that Brings Out the Best

At Intrepid, culture is not just a buzzword, it is what we practice at work every day. We believe in collaboration over competition, transparency over politics, and willingness to learn over ego. You will be part of a team where people genuinely support one another, celebrate wins together, and face challenges head-on as one. We put our all into the work but we balance it with fun, whether that is through team lunches, after-work hangouts, events or shared laughter in the office. This is a place where you can thrive professionally while having a great time.

Grow Without Limits

Learning at Intrepid is constant and dynamic. You will have access to formal training through face-to-face sessions, coaching and our very own Intrepid Academy. On top of that, real-world experience such as leading clients, working with advanced tech, and mastering best-in-class processes will accelerate your growth every step of the way. Surrounded by a talented team that raises the bar daily, in a rapidly growing and ever-expanding business, the opportunities for your development are endless.

Rewarding You Right

We believe great work deserves great rewards at Intrepid. That’s why we offer competitive compensation and generous benefits, including comprehensive insurance and ample leave, to support you both in and out of the workplace. We want you to feel valued, cared for, and empowered to bring your best self to work every day.

Note: We will not be accepting any unsolicited resumes or CVs from headhunting or recruitment agencies at this point. Any CVs or profiles shared with us will not be entertained, and in the event of dispute, Intrepid will not be liable for any material compensation to third parties