Senior Client Support Leader | Growth & Impact

Hammerjack Pty. Ltd. Philippine Branch Office; Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid options

Modern offices

Barista coffee on site

Free weekly meals

Health coverage

Transparent salary

Career growth

Award-winning workplace

Global client exposure

Supportive teammates

Job summary

Hammerjack is seeking a confident, solutions-focused Lead Client Support Specialist in the Philippines to guide a high-performing support team and deliver timely, accurate service to clients.

You will oversee daily client support operations, coach specialists, manage escalations, and leverage performance insights to improve workflows and client satisfaction while building strong client relationships.

Qualifications

• 4+ years of experience in client support, customer service, account support, or a related field.
• 1–2 years leading, supervising, or coaching a client support or customer service team.
• Demonstrated ability to manage escalations, prioritize competing requests, and deliver positive client outcomes.
• Excellent English communication skills, written and verbal, with a clear, professional, and client-focused style.
• Strong coaching, feedback, and people leadership skills, with the confidence to set expectations and hold others accountable.
• Comfortable working with CRM, ticketing, reporting, and collaboration tools, with the ability to learn new systems quickly.
• Analytical and organized, with experience using service metrics and client feedback to improve performance.
• A proactive, adaptable mindset and the ability to remain composed in a fast-paced, service-driven environment.

Responsibilities

• Lead the team: Guide, coach, and support Client Support Specialists, setting clear priorities and helping the team meet quality, productivity, and service targets.
• Own Client Outcomes: Ensure client inquiries and requests are handled accurately, professionally, and within agreed response times.
• Manage Escalations: Take ownership of complex or sensitive cases, coordinate resolutions, and keep clients informed through to closure.
• Raise the Standard: Monitor interactions, provide practical feedback, and reinforce consistent service, documentation, and communication practices.
• Keep Work Flowing: Balance workloads, coordinate coverage, and respond quickly to changing volumes, priorities, and client needs.
• Coach for Growth: Support onboarding, knowledge sharing, one-on-one coaching, and development planning for team members.
• Use the Data: Track service metrics, identify trends and recurring issues, and recommend improvements that strengthen client satisfaction and team efficiency.
• Improve the Process: Maintain support procedures, templates, and knowledge resources while partnering with stakeholders to streamline workflows.
• Build Strong Partnerships: Work closely with clients and internal teams to clarify expectations, communicate progress, and resolve service gaps.
• Step In When Needed: Provide hands‑on support during peak periods and model calm, accountable, solutions-focused service.

Skills

Leadership

Customer service

English communication

CRM tools

Analytical

Coaching

Tools

CRM

Ticketing

Reporting

Job description

Hammerjack is seeking a confident, solutions-focused Lead Client Support Specialist in the Philippines to guide a high-performing support team and deliver timely, accurate service to clients.

You will oversee daily client support operations, coach specialists, manage escalations, and leverage performance insights to improve workflows and client satisfaction while building strong client relationships.