Moom crafts expert-backed supplements for the modern Asian woman. Rooted in science and crafted with care, our supplements are designed to enhance your everyday ritual and support you from within. Inspired by traditional wisdom and supported by modern research, each product is formulated for Asian women, by Asian women. At Moom, every capsule is a testament to our commitment to creating cutting-edge solutions for Asia’s women of today.

Position: Customer Support Lead (Philippines)

Moom Health is building the next generation of women’s health in Asia.

We create expert-backed, thoughtfully formulated supplements designed for the modern Asian woman, combining traditional wisdom with modern science. But beyond products, Moom is about building a brand women feel seen by, supported by, and proud to be part of.

What You'll Do

• Act as a team lead to 3–4 Customer Support Associates, overseeing day-to-day performance, coverage, and quality of responses across all channels
• Own SLA performance across channels, ensuring response times are met and escalations are resolved with a clear closure
• Personally handle a portion of customer enquiries across email, WhatsApp, and marketplace channels (Shopee, TikTok Shop, Lazada), balancing individual contribution with team leadership
• Follow internal SOPs for customer support, escalation handling and shift coverage as the team scales and contribute to the continuous improvement of them
• Coordinate cross-functionally with Growth, Marketing & Community, and Ops teams to relay customer queries, resolve product or fulfilment issues, and align on messaging
• Monitor team productivity and channel performance, identifying process or resourcing gaps early
• Act as the point of escalation for complex or sensitive customer issues

What We're Looking For

• 2–5 years of experience in customer support or customer experience, with at least 1 year in a team lead or supervisory capacity
• Experience managing support across multiple channels, ideally including marketplace platforms (Shopee, TikTok Shop, Lazada) and emails (Zendesk)
• Strong written and verbal communication — able to balance warmth with clarity, especially in sensitive or escalated conversations
• Proven ability to multitask and prioritise across channels in a fast-paced environment
• Comfortable using data to track team performance (SLA adherence, resolution times, CSAT)
• A genuine interest in women's health and wellness, and experience in the supplements/health industry is a plus!

Key Behaviours

• Clear communicator who leads with empathy — for both customers and the team
• Calm under pressure, especially when managing escalations
• Detail-focused with takes ownership and pride in your work
• Proactive in spotting and closing gaps before they become bigger issues

Details:

• Full-time
• Location: Philippines
• Competitive salary

To apply, email info@moom.health with "Customer Support Lead (PH) – [Your Name]" as the subject line.