Remote CX Lead – Client Experience & Onboarding

MicroSourcing International

Manila

On-site

PHP 600,000 - 900,000

Full time

5 days ago

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Benefits offered by this job

Above-market compensation

Healthcare coverage on day one for you

Dependents coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is seeking a Client Experience Team Lead to act as the CX subject matter expert, supporting client discussions, solution design, implementations, and operational readiness. You will lead discovery conversations, coordinate with multiple internal teams, and drive onboarding and go-live activities.

The role emphasizes leading client-facing discussions, ensuring delivery readiness, and continuously improving CX offerings.

Qualifications

Bachelor’s degree or equivalent experience in a relevant field.
3–5 years in Customer Experience, CX, contact center ops, or subscriptions.
3–5 years of BPO experience.

Responsibilities

Lead client discovery conversations to understand processes, channels, goals and requirements.
Recommend CX solutions based on client needs and business impact.
Oversee onboarding, training, go-live activities, and knowledge transfer.
Coordinate with internal teams to ensure launch readiness.
Define hiring requirements, interview criteria, and delivery-readiness standards.
Guide teams on CX workflows, escalation, quality, and performance expectations.
Develop CX offerings, playbooks, and discovery tools.
Support sales with CX capabilities and solutions.
Provide post-launch advisory to identify root causes and improvements.
Stay updated on CX tech, automation, and industry best practices.