Team Manager

6 days ago

Angeles City, Central Luzon, Philippines OnSpot Full time ₱1,200,000 - ₱2,400,000 per year

The Team Manager will lead and manage the Customer Support team, ensuring high-quality service across all client touchpoints—onboarding, claim support, and post-filing case management. This role requires deep product expertise, the ability to handle escalations, collaborate with the client's internal team, and manage performance metrics to meet SLAs.

Duties and Responsibilities:

Service Expertise & Direct Involvement

  • Develop first-hand expertise in the platform, processes, and supported legal claim types.
  • Handle all three lines of service directly, especially during ramp-up and escalation scenarios:
  • First Line:
    Onboarding new users, FAQs, and initial platform support.
  • Second Line:
    Customer support for in-progress claims, including status updates and issue resolution.
  • Third Line:
    Paid users with claims already filed with the court — initial handling in collaboration with the client's internal team.
  • Act as the subject matter expert and escalation point for complex cases and inquiries.
  • Coordinate closely with the internal team to align processes, Do's and Don'ts, and ensure the team avoids providing legal advice.

Team Leadership & Operations

  • Lead and manage the delivery team to meet operational objectives and SLAs.
  • Assign tasks, monitor workload, and provide guidance to team members.
  • Conduct quality audits to ensure service standards are met.
  • Implement performance management strategies, including coaching and development plans.
  • Oversee daily operations to ensure timely and high-quality service delivery, addressing escalated issues promptly.
  • Manage client expectations by providing regular updates and addressing concerns effectively.

Reporting, Analytics & Continuous Improvement

  • Monitor and analyze service metrics, prepare performance reports, and identify opportunities for improvement.
  • Leverage data analytics to track KPIs and optimize team operations.
  • Evaluate existing processes and implement strategies for improvement.
  • Prepare and present reports on team performance, client satisfaction, and operational metrics.
  • Document standard operating procedures (SOPs) and ensure team adherence.

Qualifications:

  • Proven experience in managing customer service or support teams (preferably SaaS, legal tech, or tech-enabled services).
  • Strong analytical, communication, and stakeholder management skills.
  • Ability to learn and master new products quickly.
  • Experience handling inbound/outbound calls and email support operations.
  • Familiarity with legal processes is a plus but not required (training and Do's and Don'ts will be provided).

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