Head of Customer Support

OLX is the leading online portal for buying and selling new and pre-owned goods. They have a clear purpose – to empower millions of people across the globe by helping them connect and share their goods and services.

OLX in the Philippines

In 2009, the Filipino-grown classifieds platform attracted the attention of global investor Naspers. In 2014, the decision was made to continue the business under Naspers’ global classifieds label OLX. OLX unites different cultures in different markets, enabling them to learn from each other’s best practices while maintaining autonomy and focus on the local culture.

Purpose of the role

OLX is all about its buyers and sellers. The platform is built and continuously adapted with the purpose to improve the customer experience. And if something doesn’t go quite as planned, there’s a strong customer support service. At OLX Philippines, there’s a vacancy for a Head of Customer Support, who will take charge of the local Customer Support team and develop new and better ways to make customers feel as appreciated as they are. With more users interacting on the OLX platform every day and the current development towards monetization and verticalization, Customer Support will play a crucial role in preventing and soothing growing pains. The business goal is to double growth and triple revenues over the next two years, one pivotal contributing objective is to bring double-digit improvement to user base retention levels.

Type of work

• Making sure the platform is clean and does not contain prohibited or fraudulent items
•  Improving the productivity and development of the teams
• Working with Product & Engineering to create tooling to improve quality and productivity
• Providing users with excellent assistance to be successful at doing business through OLX
• Coordinating with authorities in criminal investigations for fraud related cases.

What we’re looking for

The Head of Customer Support is an outstanding people manager with a data-driven way of working. Experience with managing customer support teams is an advantage. Intimate knowledge of the Filipino market, affinity with user experience and a customer centric mindset are key. As the leader of the department, it’s important to be focused on results and process oriented.