Team Leader - Investment Support

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 850,000; Full time

Job summary

Skyro is seeking a Team Leader - Investment Support in the Philippines to lead a dedicated customer support team handling investment-related inquiries across chat, email, voice, and social channels. You will ensure timely resolutions, adherence to KYC/AML and data security procedures, and high service quality.

You will coach, review performance, manage schedules, and coordinate with Operations, Product, and Compliance.

Qualifications

• At least one year of experience supporting an investment, brokerage, securities trading, or online trading product.
• Investment-related experience includes client inquiries, escalations, quality reviews, or team supervision.
• Experience handling client cases related to brokerage account opening, funding, withdrawals, or trading orders.
• At least three years of customer service experience in voice, chat, email, social media, or blended support.
• At least one year of formal experience as a Team Leader, Supervisor, or equivalent role.
• Experience coordinating with Operations, Product, Technology, Compliance, Fraud, or other teams.
• Ability to communicate with clients, agents, and management in English and Filipino.
• Ability to review an investment-related client case and select the correct escalation path.

Responsibilities

• Supervise daily work of Investment Customer Support Agents across chat, email, voice and social channels.
• Conduct coaching sessions, performance reviews, and development discussions.
• Review performance against quality, productivity, and attendance standards.
• Identify gaps and create documented action plans with targets and review dates.
• Monitor coaching actions and escalate unresolved issues as needed.
• Support onboarding and development of new agents.
• Review attendance and shift coverage according to policy.
• Monitor service metrics and prepare performance reports.
• Present team results, risks, and improvements to the Operations Manager.
• Coordinate with Operations, Product, Compliance during platform disruptions.

Skills

Team leadership

Customer support

Quality coaching

English/Filipino communication

Job description

About the Company:

Skyro is a fast-growing fintech company based in the National Capital Region, Philippines. Our mission is to transform the financial services landscape in the Philippines by offering fair and accessible digital financial products. We aim to provide user-friendly lending solutions and superior customer service to all sections of society, promoting financial inclusion and literacy. Founded in 2022 by a team of visionaries, we have the expertise and resources to build best-in-class consumer-centric fintech products.

Backed by Breeze Ventures, a global fintech company based in Bahrain, our Philippine operations are powered by Advanced Finance Solutions, Inc. and Skyro Lending, Inc., both registered with the Philippine SEC. As we continue to expand, our team members will have the opportunity to contribute their expertise and talents to a promising international company. Join us on our journey to build a sustainable business and make a difference in the lives of millions of customers.

Job Overview:

The Team Leader - Investment Support is responsible for the daily performance, service quality, operational discipline, and development of a team of Investment Customer Support Agents.

The Team Leader ensures that client inquiries are handled accurately, within established service timelines, and in accordance with approved investment support, customer verification, KYC, AML, data privacy, and information security procedures.

The role includes team supervision, coaching, performance management, queue and schedule coordination, quality control, client escalation handling, incident support, reporting, and coordination with Operations, Product, Technology, Compliance, and other specialized teams.

The Team Leader may review client, account, transaction, and order information when investigating escalations or validating agent actions. The Team Leader does not initiate or execute cash transactions or trading orders on behalf of clients and does not provide investment advice.

Responsibilities:

Team Management and Development

• Supervise the daily work of Investment Customer Support Agents across chat, email, voice, and social media channels.
• Conduct documented one-on-one meetings, coaching sessions, performance reviews, and development discussions.
• Review agent performance against established quality, productivity, customer experience, attendance, and compliance standards.
• Identify specific performance gaps and create documented action plans with measurable targets and review dates.
• Monitor completion of coaching actions and elevate unresolved performance or conduct issues through the company's established process.
• Support the onboarding and development of new agents.
• Identify agents who may be developed as subject matter experts, coaches, or future Team Leaders.
• Review attendance, schedule adherence, leave requests, and shift coverage in accordance with company policy.

Service and Performance Management

• Monitor team performance against established service metrics, including CSAT, quality score, resolution rate, SLA, productivity, and other approved indicators.
• Review performance dashboards and operational reports to identify recurring issues, trends, and possible causes.
• Prepare and maintain team-level performance reports, action plans, and operational trackers.
• Present team results, identified risks, and improvement actions to the Operations Manager.
• Conduct or participate in quality calibration sessions to ensure consistent case evaluation.
• Verify that improvement actions are completed and assess whether they produce the expected result.

Operational Management

• Monitor contact queues, staffing availability, breaks, schedules, and workload distribution during the shift.
• Reallocate available resources within the team when required to maintain service coverage.
• Handle client escalations that cannot be resolved by an agent using approved procedures.
• Review account, transaction, funding, and order information available in the company's systems when investigating escalated cases.
• Determine whether an escalated case should remain within Customer Care or be transferred to Operations, Trading, Compliance, Technology, Fraud, Legal, or another responsible team.
• Coordinate client communication during platform disruptions, transaction incidents, market‑related volume increases, and other operational events.
• Notify the Operations Manager and relevant teams about suspected incidents, recurring client issues, compliance risks, and abnormal changes in contact volume.
• Maintain accurate escalation records and ensure that ownership, next actions, and client follow‑up requirements are documented.
• Support the implementation of new processes, product changes, communication scripts, and operational procedures.

Knowledge and Process Management

• Review agent responses and confirm that clients receive accurate and approved information.
• Maintain or coordinate updates to procedures, troubleshooting guides, response templates, escalation rules, and knowledge base materials.
• Communicate approved process and product updates to the team and verify that agents understand the changes.
• Identify gaps or inconsistencies in procedures and submit documented improvement proposals to the responsible process owner.
• Complete required investment product, trading process, compliance, and platform training.
• Pass the company's Team Leader product and compliance certification before independently validating complex agent responses or handling specialized escalations.

Compliance Responsibilities

• Monitor the team's adherence to customer verification, KYC, AML, data privacy, information security, and record‑keeping procedures.
• Ensure that agents use required DISCLAIMERS and company‑approved responses.
• Review suspected breaches of the prohibition on investment advice and immediately escalating them through the approved process.
• Record identified compliance deviations and ensure that required corrective actions are completed.
• Escalate suspected fraud, unauthorized account activity, data exposure, and regulatory concerns to the responsible team.
• Participate in compliance, quality, and process reviews when required.

Qualifications:

• At least one year of experience supporting an investment, brokerage, securities trading, or online trading product.
• The investment‑related experience must include direct responsibility for client inquiries, agent escalations, quality reviews, process support, or team supervision within the investment product.
• Experience handling client cases related to brokerage account opening, account funding, withdrawals, trading orders, settlement, fees, portfolio information, dividends, or other corporate actions.
• At least three years of customer service experience in voice, chat, email, social media, or blended support.
• At least one year of formal experience as a Team Leader, Supervisor, Assistant Team Leader, or equivalent people‑management role.
• Experience conducting agent coaching, performance reviews, or documented performance discussions.
• Experience monitoring team‑level service, quality, productivity, and attendance results.
• Experience handling escalated customer concerns.
• Experience managing a customer support team of a size comparable to the company's planned team structure.
• Experience managing customer support across more than one communication channel.
• Experience coordinating with Operations, Product, Technology, Compliance, Fraud, or other specialized teams.
• Experience supporting operations during system incidents, service disruptions, or sudden increases in contact volume.
• Working knowledge of customer verification, KYC, AML, data privacy, and information security procedures.
• Ability to interpret operational reports and identify performance trends, as demonstrated through a practical assessment.
• Ability to use spreadsheets for filtering, sorting, standard formulas, lookups, pivot tables, and basic performance reporting, as demonstrated through a practical assessment.
• Ability to communicate with clients, agents, and management in English and Filipino, verbally and in writing, as demonstrated through the company's communication assessment.
• Ability to review an investment‑related client case, identify required actions, and select the correct escalation path, as demonstrated through a case‑based assessment.