Remote Customer Experience Team Lead - Impact & Growth

MicroSourcing; Manila; On-site; PHP 670,000 - 1,116,000; Full time

Benefits offered by this job

Above-market compensation

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is seeking a Customer Experience Team Lead to act as the CX subject matter expert, supporting client discussions, solution design, implementations, and operational readiness.

The role involves leading discovery conversations, recommending CX solutions, coordinating with multiple internal teams, and guiding onboarding and go-live activities. Strong English communication and BPO/CX experience are required.

Qualifications

• Bachelor's degree in Business, Communications, Operations, or a related field, or equivalent experience.
• 3–5 years of experience in Customer Experience, customer service, contact center operations, technical support, subscription services, or related fields.
• 3–5 years of BPO experience.
• Strong understanding of Customer Experience operations, processes, metrics, and industry practices.
• Confident in leading client-facing discussions and working with operational and executive stakeholders.
• Excellent English communication, presentation, facilitation, documentation, and stakeholder-management skills.
• Strong organizational and project coordination skills.
• Willingness to work 8:30 a.m. to 5:30 p.m. Eastern Time.

Responsibilities

• Lead client discovery conversations to understand customer service processes, channels, technologies, goals, and requirements.
• Recommend practical and scalable Customer Experience solutions based on client needs.
• Lead implementation, onboarding, knowledge transfer, training, workflow validation, and go-live activities.
• Coordinate with clients, Delivery, Recruiting, Sales, Account Management, Client Success, Product, and other internal teams to ensure launch readiness.
• Help define hiring requirements, job profiles, interview criteria, training plans, and delivery-readiness standards.
• Guide teams on customer support workflows, SOPs, escalation processes, quality standards, and performance expectations.
• Develop and improve CX service offerings, playbooks, SOPs, discovery tools, and best practices.
• Support Sales and internal teams by providing expertise on Customer Experience capabilities, terminology, and solutions.
• Provide post-launch advisory support by helping identify root causes, address operational challenges, and recommend improvements.
• Stay updated on CX technologies, automation, AI-enabled solutions, and industry best practices.

Skills

Excellent English communication

Stakeholder management

Organizational skills

Project coordination

Client-facing discussions

Education

Bachelor's degree or equivalent in Business/Communications/Operations

Tools

Salesforce

Zendesk

Genesys

Five9

NICE

Job description

MicroSourcing is seeking a Customer Experience Team Lead to act as the CX subject matter expert, supporting client discussions, solution design, implementations, and operational readiness.

The role involves leading discovery conversations, recommending CX solutions, coordinating with multiple internal teams, and guiding onboarding and go-live activities. Strong English communication and BPO/CX experience are required.