Regional Head of Customer Experience

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 individual to internal and external stakeholders.
• Posses analytical skills in supporting data-driven decision.

In return, you will be getting

• Operations in e-commerce is an incredibly dynamic field—marked by rapid replenishment cycles, tight fulfilment timelines, and major demand spikes during campaigns. It’s fast-paced, challenging, and comes with an undeniable adrenaline rush!
• Intrepid partners with leading international brands across categories such as FMCG, fashion, and electronics—each with its own unique operational needs. With multi-warehouse and omni-channel fulfilment solutions, we create the ultimate operations playground. It’s a complex, fast-paced environment with plenty to learn and tremendous satisfaction once mastered—offering strong potential for career growth and development.
• You don't have to manage everything in Excel, we run a lot of processes on our advanced inhouse systems and automate where we can. Many of our warehouses are fully API integrated. Of course, being precise and good with numbers will help in any system.
• As we are an international company, you will work with colleagues in country who 'own' running the daily operations and driving local improvement, supported by the senior expertise of our regional team to drive system innovation and process optimizations across countries, which creates a fantastic learning environment

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