Client Services Team Lead — Onboarding & Coaching

XE.com Inc.; Philippines; On-site; PHP 558,000 - 837,000; Full time

Benefits offered by this job

Competitive Salary and Allowances

HMO/Dental/Life Insurance Benefits on 

Paid Time Off (SL/VL) with Leavel

Job summary

XE.com Inc. seeks a Team Lead, Jr Client Services in Manila. You will guide the Jr Client Services team through onboarding and their initial transfers, ensuring smooth handover as clients move beyond onboarding.

You’ll coach and monitor performance, manage onboarding cadence, and collaborate to maintain high service quality for AU/NZ clients. This role requires leadership, CRM proficiency, and strong English communication.

Qualifications

• Bachelor's degree in any related field.
• At least 3 years' experience in customer service or client support, including prior leadership or coaching experience.
• Fluent in English and strong communication skills.
• Comfortable with CRM systems and tracking performance metrics.

Responsibilities

• Directly lead, coach and develop Jr Client Services reps; run daily floor rhythm, conduct 1:1s and manage performance.
• Own service quality and response-time metrics for onboarding and first transfers.
• Build and enforce a consistent onboarding playbook for client engagement, cadence and channels.
• Manage handover process with full context to avoid 'cold starts'.
• Track rep activity and quality, coach where needed and flag capacity gaps.
• Report team results on a regular cadence (response times, onboarding completion, handover quality).
• Act as a player-coach if needed, carrying a reduced personal caseload to model standards.

Skills

Leadership

Coaching

Communication

Customer service

Fluent English

Education

Bachelor's Degree

Tools

CRM systems

Job description

XE.com Inc. seeks a Team Lead, Jr Client Services in Manila. You will guide the Jr Client Services team through onboarding and their initial transfers, ensuring smooth handover as clients move beyond onboarding.

You’ll coach and monitor performance, manage onboarding cadence, and collaborate to maintain high service quality for AU/NZ clients. This role requires leadership, CRM proficiency, and strong English communication.