Broker Experience Manager

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

On-site - Mandaluyong 3-5 Yrs Exp Bachelor Full-time

Job Description

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

Customer Service People Skills Account Management Problem Solving Process Improvement Customer Success Project Management Google Workspace

Working Location

12 ADB Ave, 19F The Podium West Tower, Mandaluyong City, NCR, PH