Investment Support Team Lead

Skyro; Mandaluyong; On-site; PHP 670,000 - 1,228,000; Full time

Job summary

Skyro, a fast-growing fintech in Manila, seeks a Team Leader - Investment Support to lead and develop a team of Investment Customer Support Agents across chat, email, voice, and social channels. You will coach, monitor performance, and ensure adherence to KYC/AML, data privacy, and service standards.

Responsibilities include coaching, performance reviews, incident support, and collaboration with Operations, Product, Compliance, and other teams to drive excellent client experience.

Qualifications

• At least one year of experience supporting an investment, brokerage, securities trading, or online trading product.
• Three years of customer service experience in voice, chat, email, or blended support.
• At least one year of formal experience as Team Leader, Supervisor, or equivalent people-management role.
• Experience conducting agent coaching, performance reviews, or documented performance discussions.
• Experience coordinating with Operations, Product, Technology, Compliance, Fraud, or other specialized teams.

Responsibilities

• Supervise the daily work of Investment Customer Support Agents across chat, email, voice, and social media channels.
• Conduct documented one-on-one meetings, coaching sessions, performance reviews, and development discussions.
• Review agent performance against established quality, productivity, customer experience, attendance, and compliance standards.
• Identify performance gaps and create documented action plans with measurable targets and review dates.
• Monitor completion of coaching actions and elevate unresolved issues through the company processes.
• Support onboarding and development of new agents.
• Identify agents who may develop as subject matter experts, coaches, or future Team Leaders.
• Review attendance and shift coverage in accordance with policy.
• Monitor team performance against service metrics (CSAT, quality score, SLA, etc.).
• Prepare and maintain team performance reports and operational trackers.

Skills

Customer service

Team supervision

Coaching

Communication English/Filipino

Tools

Spreadsheets

Job description

Skyro, a fast-growing fintech in Manila, seeks a Team Leader - Investment Support to lead and develop a team of Investment Customer Support Agents across chat, email, voice, and social channels. You will coach, monitor performance, and ensure adherence to KYC/AML, data privacy, and service standards.

Responsibilities include coaching, performance reviews, incident support, and collaboration with Operations, Product, Compliance, and other teams to drive excellent client experience.