Team Leader, Investment Support & Coaching

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

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.