Team Lead, Client Success & VA Operations

VA Masters; Basilan; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

VA Masters in the Philippines seeks an Internal Team Lead and Client Account Manager to oversee the VA team from an HR angle while managing client relationships and identifying growth opportunities. You will lead cross-functional efforts to satisfy clients and drive service excellence.

You will coach VAs, handle HR concerns, and coordinate scheduling, ensuring smooth communication between VAs and clients. The role blends leadership, client care, and strategic sales in a fast-paced environment.

Qualifications

• Experience leading teams and managing client accounts.
• Proven ability to resolve HR-related issues and conflicts.
• Strong communication, negotiation, and problem-solving skills.

Responsibilities

• Serve as main client contact and oversee VA team alignment.
• Address client concerns proactively and ensure satisfaction.
• Identify growth opportunities and upsell with existing clients.
• Coach VAs on client relationships and HR processes.
• Ensure efficient processes, reporting, and data-driven decisions.

Skills

Leadership

Account management

Client relationship management

HR conflict resolution

Sales & upselling

Communication

Scheduling & coordination

Education

Bachelor's degree in Business/HR/Management

Tools

CRM software

Slack / Teams

Project management tools

Zoom / video conferencing

HRIS basics

Job description

Job Summary:
We're keen to bring on a strategic and innovative Internal Team Lead and Client Account Manager to serve as a client account manager while also overseeing the VA team from an HR angle. The role takes in carrying the client relationship and keeping clients satisfied, while also taking on any HR-related issues or concerns the VAs raise. On top of that, the position holds a sales component built around spotting and chasing opportunities for growth and upselling with existing clients. The right person will carry strong leadership skills, the capacity to settle issues, and a record of handling client expectations, taking on HR-related matters for the VAs, and driving business growth.

Key Responsibilities:
Client Relationship Management:

• Serve as the main point of contact for existing and new clients, seeing that their needs get met and that they're satisfied with VA performance and service quality.
• Take on any concerns or issues the client raises proactively and see them settled effectively.
• Act as the account manager, building and holding strong relationships with clients to grasp their business needs.

Sales Growth: Spot opportunities to widen services and upsell further support or services to existing clients.

VA Management (HR Focus):

• Back VAs through any challenges they meet with clients, seeing that issues get taken on promptly.
• Help VAs with any HR-related concerns, conflict resolution, scheduling, and keeping communication between VAs and clients running smoothly.
• Give coaching and support to VAs on strengthening their client relationships and working effectively in the team.

Process & System Oversight: See that internal systems, processes, and workflows run efficiently.

Reporting & Analysis: Report regularly on team and client performance, spotting trends and making data-driven decisions that strengthen processes and outcomes.

Flexible Schedule Management: Be adaptable to varying schedules, depending on client needs and team requirements.

Availability: Be available outside regular working hours and across weekends for urgent client cases and support for the VAs.

Night Shift Flexibility: While not mandatory, willingness to work nights is a big plus.

Required Skills:

• Strong leadership and account management grounding, especially in holding client relationships
• Excellent communication and interpersonal skills, with a customer-first mindset
• Capacity to take on HR-related issues, such as settling conflicts or handling VA concerns
• Strong problem-solving skills with an eye on proactive issue resolution
• Record of keeping several tasks, schedules, and priorities moving in a dynamic setting
• Flexibility in working hours and adapting to the team's and client's needs
• Capacity to spot sales opportunities and drive business growth with existing clients

Preferred Skills:

• Record running virtual teams and client relationship management tools
• Familiarity with performance metrics and growth management strategies
• Record in recruitment or HR-related roles is a big plus
• Sales or upselling grounding, particularly in a service-oriented setting