XTN-BB2D397 | CX ASSISTANT TEAM LEADER

We’re looking for a people-focused, high-energy Assistant Team Leader to help guide our new BSD support team in Manila. This is a great opportunity for someone stepping into or early in their leadership journey, who has the drive, attitude, and vision to grow with the role. You’ll be leading a small, high-performing team that supports US-based prescribers, patients, and partners. Your focus will be on coaching, motivating, and developing your people to deliver service that’s accurate, caring, and consistently excellent. You’ll also play a key role in shaping how this team grows, embedding a culture of collaboration, quality, and continuous improvement from day one. 

•  Health Insurance/HMO 
•  Enjoy unlimited MadMax Coffee
•  Diverse learning & growth opportunities
•  Accessible Cloud HR platform (Sprout)
•  Above standard leaves

• Lead and inspire a small team of CX Specialists to deliver exceptional service every day.

• Coach and develop team members to achieve both individual and team KPIs.

• Handle escalations with empathy, professionalism, and a solutions-first mindset. 

• Ensure all processes are followed accurately and consistently.

• Track team performance and provide constructive feedback and recognition.

• Hold regular 1:1s and team huddles to share updates, address challenges, and celebrate wins.

• Collaborate with the Operations Manager and client to identify improvements and growth opportunities.

• Support onboarding and training of new team members as the account expands 

• Leadership experience in a contact centre, CX, or related environment (team leader, supervisor, senior agent, or similar).

• Experience supporting US-based customers, ideally in retail, insurance, or healthcare.

• Strong English communication skills—clear, confident, and approachable.

• Passion for coaching and motivating others to be their best.

• Ability to see the bigger picture, think ahead, and adapt as the team grows.

• Comfortable working US business hours and adapting to seasonal peaks. 

• Experience in small or start-up teams.

• Familiarity with CRM or case management systems.

• Strong organisational and problem-solving skills