Remote Ops Team Lead - Client Success & Performance

Ethossupport; Hinoba-an; Remote; PHP 893,000 - 1,562,000; Full time

Benefits offered by this job

Flexible remote work

Competitive salary

Career growth

Inclusive team environment

Job summary

Ethos Support is seeking a Team Manager in the Philippines (Remote) to lead our Operations team, ensuring efficient delivery of support across multiple clients, guiding performance, and acting as escalation point. The role requires strong leadership, excellent communication, and the ability to cover during absences while cross-training on all accounts.

You will work with stakeholders to meet SLAs, drive client satisfaction, and prepare regular client reports to keep executives informed of

Qualifications

• Proven leadership experience in a team or supervisory role.
• Strong knowledge of customer service principles and best practices.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with CRM and ticketing systems; ability to generate reports.
• Experience with client communication and reporting.
• Willingness to train across multiple client accounts.
• Maintain high level of confidentiality.

Responsibilities

• Supervise and mentor a team of Operations Generalists.
• Monitor performance and conduct reviews.
• Ensure adherence to SLAs and performance metrics.
• Manage scheduling and workload distribution.
• Serve as the primary escalation point for client issues.
• Maintain regular communication with clients.
• Prepare and deliver client reports.
• Escalate large-scale issues to the Senior Operations Manager.
• Participate in training program development and delivery.

Skills

Team leadership

Customer service principles

Communication skills

CRM systems

Data reporting

Multi-client management

Tools

Salesforce

Zendesk

Freshdesk

Microsoft Excel

Power BI

Job description

Ethos Support is seeking a Team Manager in the Philippines (Remote) to lead our Operations team, ensuring efficient delivery of support across multiple clients, guiding performance, and acting as escalation point. The role requires strong leadership, excellent communication, and the ability to cover during absences while cross-training on all accounts.

You will work with stakeholders to meet SLAs, drive client satisfaction, and prepare regular client reports to keep executives informed of