Team Leader (Healthcare)

Enshored; Pasig; On-site; PHP 420,000 - 640,000; Full time

Job summary

Enshored seeks a hands-on Senior Team Lead in Pasig to oversee daily operations and support a team of agents handling healthcare and SaaS-related queries. You will monitor performance metrics, coach agents, and ensure quality and timely resolutions, while collaborating with HR, IT, and Recruitment.

You will start on-site at our Ortigas, Pasig City office with a path to hybrid work as you ramp up on our products, tools, and escalation procedures.

Qualifications

• Experience leading customer support or tech support teams.
• Strong written and spoken English for internal and healthcare-focused communications.
• Proven track record of meeting individual or team goals.

Responsibilities

• Oversee daily workflow for the team, including coverage and task assignments.
• Track performance metrics and keep the team aligned with targets.
• Assist agents with complex questions and guide escalation paths within SaaS platform.
• Maintain up-to-date team guides, FAQs, and process notes.

Skills

Leadership

Communication

Coaching

Tools

Google Sheets

Slack

Salesforce

Job description

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our Team Is Composed Of Hand-picked Talented Individuals Adapted To Handle Themselves In a Balanced Environment Of Smart And Hard Work While Maintaining a Dynamic Relationship With Stakeholders, Leaders, And Team Members. Important Decisions Revolve Around The Guidance Of Our Core Values, Especially When Choosing The Right People

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

If you don’t know where to start, check us out at www.enshored.com.

Key Qualifications & Requirements

Experience & Background

• 1+ years in a senior/subject-matter expert role, shift lead, or team leader capacity within customer support, tech support, or BPO environments.
• Experience in healthcare, SaaS products, or customer retention/sales is a big plus, but not required.
• Consistent track record of meeting individual or team performance goals.

Practical Skills

• Comfortable using standard office and workspace tools (Google Sheets/MS Office, Slack, Salesforce, or similar CRM/ticketing software).
• Willingness to learn basic system databases and software workflows.
• Ability to work on-site based on business needs at our Ortigas, Pasig City office.
  • Full onsite while you get up to speed with our products and services
  • Hybrid work thereafter

Key Strengths

• Clear Communication: Good spoken and written English skills for working with internal teams and doctors.
• Steady Mindset: Able to handle occasional escalations or busy shifts with a calm, practical approach.
• Proactive: Able to take ownership of tasks and follow through to completion without constant supervision.
• Growth-Minded: Open to feedback and eager to learn new skills alongside the team.

Nice-to-Haves

• Familiarity with healthcare environments or supporting medical professionals.
• Prior experience delivering basic training or conducting 1-on-1 agent coaching

Core Responsibilities

Daily Operations & Team Support

• Help oversee daily workflow for the team, including coverage, task assignment, and real-time support.
• Track basic performance goals (quality, response times, customer satisfaction) and keep the team aligned.
• Become familiar with our SaaS platform’s features and escalation paths to assist agents with complex user questions.
• Keep team guides, FAQs, and process notes up to date.

Coaching & Growth

• Mentor and support agents through regular check-ins, call/chat monitoring, and constructive feedback.
• Encourage a positive, collaborative, and steady team environment.
• Guide agents on effective communication, basic technical troubleshooting, and retention conversations with doctors.

Internal Collaboration

• Connect with HR, IT, and Recruitment when needed for onboarding new hires or resolving tools/access issues.
• Promote company guidelines and data privacy standards within the team.

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.