Broker Experience Manager

Lhoopa, Inc.; Mandaluyong; Vor Ort; PHP 900.000 - 1.500.000; Vollzeit

Zusammenfassung

Lhoopa, Inc. is building a scalable broker support function in Metro Manila. You will design workflows, build SOPs, and lead a growing team of Broker Experience Agents to deliver a consistent support experience for our broker network.

Partner with Sales, Product and Operations to translate feedback into process improvements and better tools. You will shape how broker support evolves as the network expands, with a focus on self-service, knowledge mgmt, and performance reporting.

Qualifikationen

• 5-8 years of experience in partner/merchant/driver operations.
• Experience working with scale-up platforms is preferred.
• Built support ops from scratch, not just optimization of existing ones.
• Understands differences between independent partners and consumers.
• Comfortable with metrics, ambiguity, and moving fast.

Aufgaben

• Design and improve the broker support journey across channels and the broker app.
• Build and maintain workflows, SOPs, policies, escalation matrices, and service standards.

Kenntnisse

Partner operations

Merchant operations

Driver operations

Scale-up platforms

Ops from scratch

Jobbeschreibung

Every home Lhoopa helps deliver starts with a broker.

As our broker network continues to grow, so does the need for a more consistent and scalable support experience. Questions need to be answered quickly. Information should be easy to find. Common issues shouldn't always require human intervention, and our internal teams should know exactly how and when to step in.

That's where this role comes in.

This isn't a Sales role, and it isn't a traditional Customer Support role.

We're looking for someone who enjoys building operational systems that scale. Someone who can simplify complex processes, improve how support is delivered, and create a better experience for the brokers who partner with Lhoopa every day.

You'll have the opportunity to shape a function that's still being built. Rather than inheriting years of established processes, you'll help define how broker support evolves—from designing workflows and escalation paths to improving self‑service, knowledge management, and the overall support experience. Working closely with Sales, Product and Operations, you'll turn broker feedback into better processes, better tools, and better ways of working as our network continues to grow.

What you'll do

• 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.

You'll probably be a good fit if you...

• 5-8 years in partner operations, merchant operations, or driver/seller operations.
• Worked at scale-up platforms.
• Built support operations from scratch (not inherited and optimized existing ones)
• Understand that independent partners operate differently than consumers
• Comfortable with metrics, ambiguity, and moving fast
• Lead through coaching and development, not just management