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 e-commerce 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.
As a Regional Head of Customer Experience, you will take charge of
Oversees overall chat function on online channels ranging from eCommerce platforms like Lazada and Shopee to brand.com and social commerce platforms such as TikTok.
Focus on ensuring best-in-class customer experience while meeting performance-related KPIs (e.g. Chat Response Time, Chat Response Rate)
Manages daily QC and QA activities on chat responses, product ratings and store/seller ratings to ensure customer service agents are providing a high quality of service to end consumers.
Build and manage a team of customer experience agents at all stages from recruitment, interviewing, onboarding and performance management.
Spearhead any new internal and/or regional initiatives.
Serve as one of the OTP PICs for big campaign seasons (11.11, 12.12, etc).
Backup stand-in for the customer experience team.
Sets up and enforces daily and operational SLAs
Lead the daily update process of each brand's FAQs spreadsheet to ensure quality in every official answer of the customer experience agent to the customers.
Work closely with the Business Intelligence team in managing the chat traffic dashboard and be a SPOC (Single Point of Contact) related to customer experience data.
Lead and strategise on outbound chat and/or outbound calling initiatives.
Supporting in executing and implementing Regional projects locally.
Handle and/or monitor cross-country or multiple countries CX teams, if needed.
Develop and deliver structured CX performance reports to internal/external stakeholders.
Conduct regular analysis for team/brand/store chat performance to identify any process improvements.
Any chat-related tasks which isn't mentioned above
What we are looking for - the ideal profile
Preferably a bachelor's degree holder.
Strong proficiency in English and Tagalog
Min 5 years of experience in a similar role and industry
Strong interpersonal, relationship and communication, listening and negotiation skills
E-commerce knowledge and strong analytical skills
Good knowledge of logistics providers, 3PLs & eCommerce platforms
Commercial performance-driven mindset, flexible & collaborative attitude, looking to make an impact and thriving in a fast-paced start-up environment
Strong logical thinking and problem-solving skills at all times
Good team player, positive attitude and eagerness to learn
Highly responsive…