Client Experience Lead

19 hours ago

Pasay, National Capital Region, Philippines MaidProvider Full time $104,000 - $130,878 per year

Role Summary

The Client Experience Lead will design and oversee the full client journey — from inquiry to successful maid placement — ensuring a seamless, transparent, and AI-enhanced experience. Success means higher client retention, faster placements, and a reputation for as the most professional maid agency in the Philippines. This role sits at the intersection of operations, sales, and customer service, and is critical for scaling the business sustainably.

Responsibilities

  • Map and continuously improve the client journey across web, app, and offline touchpoints.
  • Set and track KPIs: response time, placement success rate, refund/replacement handling, and client satisfaction (NPS).
  • Collaborate with Sales, Recruiters, and Admin teams to create consistent messaging and service standards.
  • Use data (Glide analytics, CRM, AI reports) to identify friction points and propose solutions.
  • Design and lead training for frontline staff to ensure a "MaidProvider-standard" experience.
  • Report directly to the CEO and propose strategic improvements for growth and retention.

Qualifications

  • Bachelor's degree required
    (Business, Marketing, Operations, or related).
  • 3–5 years in
    customer experience, client success, or operations
    — ideally in startups, BPO, or tech-enabled services.
  • Strong
    strategic thinking
    — can zoom out to design systems, not just solve one-off problems.
  • Data-driven, comfortable with KPIs and reporting.
  • Excellent written and spoken English and Filipino; confident communicator with clients.
  • Leadership skills: able to train, coach, and align teams.
  • Tech-savvy: experience with CRMs, analytics dashboards, and no-code tools (Glide, Airtable, etc.) a plus.

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