Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.
Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:
- Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
- Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
- Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
- Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
- Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
- Integrity. Integrity is standing up for what we believe is right and living by our highest values.
Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.
Don’t just take our word for it; experience the growth yourself!
If you don’t know where to start, check us out at www.enshored.com.
Requirements
- Bachelor’s Degree required
- Advanced English proficiency (CEFR C1 level preferred, B2 mandated) with exceptional written and verbal communication, comprehension, and documentation skills.
- Minimum of 2-3 years of experience as a Team Leader or Supervisor in a BPO/Customer Experience environment.
- Proven experience in managing teams in both high-volume customer support (Tier 1) and complex escalations, investigations, Trust & Safety, or compliance roles (Tier 2).
- Experience within the mobility, ride-sharing, or transportation sector is highly preferred.
- Deep familiarity and administrative comfort within CRM platforms, such as Zendesk.
- Strong analytical, investigative, and high-judgment decision-making skills.
- Ability to balance empathy for customer-facing operations with the objective scrutiny required for investigative and safety compliance.
- Excellent multitasking abilities to manage multiple queues and diverse agent-level skills.
- Must be willing and able to work in a 24/7 operational environment with rotating shifts in an in-office setup in Manila.
Language requirements
Candidates must be fluent in English, with strong written and verbal communication skills, as well as comprehension skills.
Key Responsibilities
Team Management & Performance Optimization
- Lead, mentor, and develop a team of Tier 1 Customer Support Agents and Tier 2 Support and Investigative Specialists.
- Monitor daily operational queues across phone, chat, messaging, and ticketing channels (e.g., Zendesk) to ensure SLA compliance.
- Drive Tier 1 performance against strict operational guidelines, ensuring high accuracy in macro usage and decision-tree execution.
- Supervise Tier 2 workflows, ensuring detailed documentation, high-quality investigations, and timely resolution of sensitive complaints.
- Manage team schedules and performance consistency within a 24/7 operational environment with rotating shifts.
Workflow, Escalations, and Quality Assurance
- Optimize the escalation bridge between Tier 1 and Tier 2 to ensure exceptions and complex cases are handed off seamlessly without impacting rider experience.
- Conduct regular quality audits on closed tickets, investigative files, and Trust & Safety (T&S) first-touch documentation to ensure compliance with platform integrity.
- Facilitate closed-loop feedback: ensure Tier 2 specialists are actively providing clear guidance and policy applications back to Tier 1 agents to continuously improve frontline service quality.
Stakeholder Collaboration & Incident Management
- Act as an escalation point for high-impact incidents that fall outside standard SOPs.
- Partner closely with internal operational, compliance, and dedicated global Trust & Safety teams to calibrate on changing policies and complex edge cases.
- Analyze performance data and ticket trends to identify training gaps, process bottlenecks, or recurring system issues, reporting findings to upper management.
About Enshored
Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.
At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.