Team Lead

Work Set Up:
On-Site (Sanctum SM North-Edsa).

Equipment:
Provided

Start Date:
ASAP

Shift:
8pm-5AM Manila Weekend off

What does a day in the life of a Team Leader look like?

Team Leadership & Development:

• Supervise, mentor, and motivate a team of Customer Support Representatives to meet and exceed performance goals.
• Conduct regular one-on-one meetings, coaching sessions, and annual performance reviews to foster professional growth and development.
• Organize and lead team meetings to communicate updates, share best practices, and maintain team cohesion.
• Manage team schedules, workflows, and call queues to ensure optimal coverage and service levels.

Operational Excellence:

• Serve as the primary escalation point for complex or sensitive participant and client issues, providing solutions-oriented support and de-escalation.
• Monitor team performance through key metrics (e.g., call volume, ticket resolution time, customer satisfaction scores) and generate reports for management.
• Identify and analyze trends in customer inquiries to recommend and implement process improvements.
• Develop and maintain training materials, knowledge base articles, and standard operating procedures (SOPs).

Training & Quality Assurance:

• Oversee the onboarding and training of new team members on HRC's products (FSA, HRA, HSA, COBRA), systems, and customer service standards.
• Conduct regular quality assurance reviews of calls and written communications to ensure accuracy, compliance, and a high standard of service.
• Provide constructive feedback and targeted coaching based on quality monitoring.

Cross-Functional Collaboration:

• Work closely with Account Management, Operations, and IT teams to resolve client issues and improve the overall customer experience.
• Act as a subject matter expert on benefits administration for internal and external stakeholders.

What are the required qualifications of a Team Leader?

• 3-5 years of experience in a customer service role, benefits administration, healthcare, insurance is required
• 1-2 years of experience in a supervisory, team lead, or senior representative role is required.
• Direct experience with FSA, HRA, HSA, and/or COBRA administration is highly preferred.
• Strong leadership and people management skills with a proven ability to coach and motivate a team.
• Exceptional communication (verbal and written), interpersonal, and de-escalation skills.
• Excellent problem-solving and analytical abilities with a keen attention to detail.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and comfortable learning new software. Experience with CRM systems and benefits administration platforms (e.g., WEX) is a plus.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• A positive, professional attitude and a passion for delivering an outstanding customer experience.

Ninja Perks and Benefits

*Full time employees

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program

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Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.