User Resolutions Team Lead

Lead the team that shapes trust, safety, and user experience across a global real-estate platform.

Grow your global career in the real estate tech industry while staying rooted in your home country. This role gives you the international opportunity to make your mark, influence digital safety, and lead meaningful change on a global scale. Welcome a future where your leadership drives impact beyond boundaries.

Job Description

As a User Resolutions Team Lead, you will guide a high-performing support and content moderation team, ensuring efficient issue resolution, platform integrity, and stakeholder satisfaction. You'll oversee operations, mentor specialists, streamline processes, and contribute to delivering world-class digital experiences for global users.

Job Overview

Employment type: Full-time

Shift: Day Shift, Weekends Off

Work setup: Hybrid, Megatower Ortigas

Exciting Benefits 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 of 6 months company 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
• Total of 20 annual leaves to be used on your own discretion (including 5 credits 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

• 3 years plus of experience
• Runs on the board: Leadership experience in a B2C contact center environment. Experience in high risk environments like banking, telecommunications preferred but not essential.
• Excellent attention to detail, time management, prioritization and communication skills with strong stakeholder management and a continuous improvement mindset.
• Comfort in working with a variety of CRM and inhouse systems.
• Someone who works productively in a fast-paced and agile environment.

Your Daily Tasks

Direct reports include:

• User Support Consultants (3): Provide front-line assistance to REA's consumers and internal stakeholders, resolving enquiries via phone, email, and web chat with professionalism, empathy, and efficiency.
• CQM Specialists (5): Protect the integrity and quality of REA's platforms by investigating Acceptable Use Policy (AUP) and Terms and Conditions (T&C) breaches, ensuring compliance with legal, regulatory, and company standards.

How you'll make an impact:

Team Leadership:

• Lead, coach, and mentor a team of specialists/service representatives.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Foster a positive and productive work environment that motivates the team to deliver high-quality service and business aligned outcomes.
• Develop, implement, and enforce standard operating procedures and best practices for the team in line with regulation and legal requirements unique to this space.

Complaint Resolution:

• Oversee the handling of inbound complaints from consumers, ensuring issues are resolved efficiently, effectively, in a professional manner and comply with all required standards.
• Identify matters that require further escalation - to yourself, Senior User Support Consultants and/or the User Resolutions Manager.

Process and Quality Management:

• Oversee the moderation and quality assurance process to ensure adherence to company policies and industry best practices.
• Implement strategies to improve team efficiency and effectiveness, reducing resolution times for tasks wherever possible.

Communication and Reporting:

• Serve as the primary liaison between the team and senior management, ensuring alignment with overall business objectives.
• Collaborate with internal departments to address systemic issues and improve service delivery.

Continuous Improvement:

• Identify training needs and organize development initiatives to enhance team capabilities.
• Advocate for process improvements by leveraging data and feedback to drive quality service output.

About the Client

Powering Connections in the World of Property

Our client is a global digital leader in the real estate industry-an Australian success story that began in a garage and grew into a world-class tech powerhouse. Their platforms reshape how people discover, experience, and engage with property. With a people-first culture, a passion for innovation, and a commitment to excellence, they empower teams to create meaningful impact and transform the future of property technology.

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