Broker Experience Architect

Lhoopa; Mandaluyong; On-site; PHP 150,000 - 230,000; Full time

Job summary

Lhoopa seeks a Broker Experience Operations lead on-site in Mandaluyong. You will design scalable broker support workflows, establish SOPs, and guide a growing team of Broker Experience Agents to deliver exceptional service to our partner network.

You will collaborate with Sales, Product, and Operations to translate broker feedback into improved processes, tools, and overall support experience as our network expands.

Qualifications

• 5–8 years in partner operations, merchant operations, or driver/seller operations.
• Experience at scale-up platforms.
• Built support operations from scratch.
• Independent partners operate differently than consumers.
• Comfortable with metrics, ambiguity, and moving fast.
• Lead through coaching and development, not just management.

Responsibilities

• Design and continuously improve the broker support journey across phone, email, and the Lhoopa Broker App.
• Build and maintain workflows, SOPs, support policies, escalation matrices, and service standards.
• Lead, coach, and develop a team of Broker Experience Agents.
• Monitor support performance, identify recurring issues, and recommend operational improvements.
• Work closely with Product Team to improve support tools and the broker app experience.
• Translate broker feedback into process improvements and product recommendations.
• Build reporting that provides visibility into support performance, recurring issues, and opportunities for improvement.

Skills

Customer service

Account management

Problem solving

Process improvement

Project management

Education

Bachelor's degree

Tools

Google Workspace

Job description

Lhoopa seeks a Broker Experience Operations lead on-site in Mandaluyong. You will design scalable broker support workflows, establish SOPs, and guide a growing team of Broker Experience Agents to deliver exceptional service to our partner network.

You will collaborate with Sales, Product, and Operations to translate broker feedback into improved processes, tools, and overall support experience as our network expands.