Team Leader

Lead the team shaping the future of small business success.

In real estate, small moves create big impact-and so can you. Lead a team that helps small businesses unlock growth, fuel retention, and elevate customer success. With a global role rooted locally, you'll shape futures, build lasting partnerships, and take your career to the next level without leaving home.

Job Description:

As a Team Leader - Small Business Specialist, you'll lead and develop a team driving adoption, retention, and growth for small business customers. You'll blend leadership, customer success, and sales expertise to ensure your team delivers consistent value while shaping an outstanding client experience in the real estate industry.

Job Overview:

Employment type: Full-time

Shift: Day Shift (Mon-Fri, 7:00AM-4:00PM PHT, weekends off)

Work setup: Hybrid, Ortigas (Onsite for first 3 months, then 3 days onsite, 2 days WFH)

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Hybrid work arrangement
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Fixed weekends off
• Salary Advance Program through our banking partner (eligibility and approval subject to bank assessment; available to account holders with minimum 6 months tenure)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• 20 annual leaves (including 5 convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek:

• Minimum 5 years of relevant leadership experience in Customer Success, Account Management, SaaS, media, or technology.
• Proven track record of driving customer adoption, retention, and satisfaction.
• Strong coaching, mentoring, and motivational skills in a dynamic environment.
• Excellent written and verbal communication skills, proactive and responsive in customer engagement.
• Analytical with the ability to interpret data and provide actionable insights.
• Experience with Salesforce, Gainsight, Zendesk, Tableau, or similar platforms.
• Flexible and adaptable, thriving in multi-tasking environments.
• Experience with Australian B2B customer relationships/small business clients preferred.
• Strong sales acumen, consultative approach, and objection-handling ability.
• Background in SaaS, real estate/property marketing, digital advertising, or media industry preferred.
• Familiarity with online customer support platforms.

Your Daily Tasks:

Reporting, Coaching, and Team Structure

• Report directly to a Senior Relationship Manager Leader in Australia for coaching, mentoring, and escalation support.
• Be part of the larger Residential Sales Team ("ResCom sales team") within a collaborative "HIVE" structure.
• Collaborate with Relationship Managers, Sales Support, Product, and Marketing teams to deliver best practices and customer success.

Leadership

• Lead, mentor, and develop a team of Small Business Specialists to hit team and individual goals.
• Foster a high-performance culture centered on customer value and continuous improvement.
• Support escalations, complex inquiries, and team workload management.
• Oversee centralized inbox management (via Gainsight and Zendesk) for timely, quality responses.
• Track team performance on adoption, retention, and customer satisfaction.
• Partner with senior leaders to identify customer opportunities and risks.
• Provide tailored product usage recommendations and proactive engagement strategies.
• Collaborate with cross-functional teams to provide customer insights and upsell opportunities.

Customer Engagement

• Proactively consult small business customers via phone, Zoom, and email.
• Reactively manage complex inbound inquiries through Salesforce, Gainsight, and Zendesk.
• Conduct annual renewals, recommending the best solutions for each customer.
• Log all customer interactions in CRM platforms for transparency and tracking.
• Lead bi-annual check-ins to maximize subscription value.
• Stay updated on real estate trends and evolving product offerings.

About the Client

Changing the way the world experiences property.

Our client is a global leader in real estate innovation, born in Melbourne in 1995 and now operating across three continents. From their pioneering spirit came platforms that transformed how people engage with property. With a strong "day one" mindset, they continue to innovate, expand, and redefine real estate for small businesses and property seekers alike. Their Global Business Solutions team in the Philippines plays a crucial role in customer success, ensuring every interaction delivers impact, trust, and growth.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra