Chief of Staff

2 weeks ago

Manila, National Capital Region, Philippines EcomExperts Full time ₱1,200,000 - ₱2,400,000 per year
About the Role

We are seeking a technical problem-solver to act as Chief of Staff and operational backbone for our growing agency. This is NOT a traditional executive assistant role.

The ideal candidate will handle client escalations, coordinate technical projects, build operational systems, and make independent decisions without hand-holding. You'll work directly with leadership while managing client relationships, troubleshooting issues, and ensuring projects move forward smoothly.

This role requires someone with a technical background who can communicate clearly with both technical teams and non-technical clients, uses AI tools daily, and thrives in ambiguous situations.

Required Skills & Experience

Background Requirements

  • 2-6 years of experience in tech, SaaS, or gaming companies
  • Previous role as one of the following:
  • Technical Account Manager / Customer Success Manager
  • Junior Software Project Manager / Scrum Master
  • QA Lead / Senior QA Engineer
  • Business Analyst (IT/Tech)
  • Technical Support Team Lead
  • Managed 10+ clients, projects, or accounts independently
  • Experience building processes or systems from scratch

Technical Requirements

  • Daily user of ChatGPT or other AI tools (non-negotiable)
  • Proficient with CRM systems (Salesforce, HubSpot, etc.)
  • Experience with project management tools (Jira, Asana, ClickUp, etc.)
  • Windows troubleshooting and basic technical support skills
  • Can explain technical concepts to non-technical people

Communication & Problem-Solving

  • Excellent written English (client-facing role)
  • Demonstrated ability to solve problems independently
  • Experience handling difficult client situations professionally
  • Creates clear documentation and SOPs
  • Makes decisions without waiting for approval

Hardware & Location

  • Fast computer and reliable internet connection
  • Must be based in Philippines
  • Immediate availability preferred
Key Responsibilities

Client & Account Management (40%)

  • Handle technical client escalations and support requests
  • Manage relationships with 5-10 key agency clients
  • Identify and troubleshoot issues before they escalate
  • Coordinate communication between clients and internal teams
  • Ensure client satisfaction and reduce churn

Project Coordination & Systems (30%)

  • Track multiple projects and ensure deadlines are met
  • Remove blockers and coordinate between team members
  • Build and improve operational processes and workflows
  • Create documentation and standard operating procedures
  • Identify inefficiencies and implement solutions

Strategic Support & Analysis (20%)

  • Conduct research for business decisions and new initiatives
  • Prepare reports, presentations, and strategic documents
  • Analyze data to identify trends and opportunities
  • Act as thought partner on operational decisions
  • Proactively identify problems and recommend solutions

Administrative & Executive Support (10%)

  • Manage inbox and prioritize communications
  • Schedule meetings and coordinate with stakeholders
  • Maintain internal documentation and knowledge base
  • Handle ad-hoc tasks and special projects as needed
What We're Looking For

Must Have:

  • Uses phrases like "I figured it out by..." not "I asked my boss..."
  • Gives specific examples with metrics and outcomes
  • Shows ownership with "I did" not just "we did"
  • Comfortable with uncertainty and figuring things out

Red Flags (Automatic Disqualification):

  • Needs scripts or approval for every decision
  • Pure BPO call center or traditional admin background
  • Poor written English or communication skills
  • Doesn't use AI tools or resistant to technology
  • Blames others for problems or failures

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