Senior Team Lead

The Powerhouse Behind the Scenes: Get to Know the Pioneers in Property Management

Our client is a leading property management firm renowned for delivering metropolitan-level expertise to the regional New Zealand market. They excel in offering high-caliber property management services, combining deep local knowledge with innovative technology and strategic financial solutions. Specializing in large-scale portfolio management, they provide exceptional service through advanced software, regulatory insight, and market analysis. They are committed to helping clients achieve their property goals with a professional approach that merges local expertise with global best practices.

Job Description

As a Senior Team Lead in our client's dynamic software company, you'll have the unique opportunity to create a lasting impact—leading a talented customer support and data team in the Philippines. This is your chance to build a culture centered on customer excellence and team engagement, while mentoring and guiding the next generation of tech professionals.

A Closer Look at Your Next Big Career Move:

Employment Type: Full-time

Schedule: Day Shift, Mon - Fri 09:00 AM - 06:00 PM (Fixed weekends off)

Work Arrangement: Hybrid, Makati

Perks: Day 1 HMO, Above-market salary, Global exposure

A Detailed Guide to the Responsibilities You’ll Own:

Leadership & Customer Service

• Lead and manage the customer support and data teams, ensuring effective communication, performance management, and adherence to service level agreements.
• Oversee workload distribution and resource allocation to maintain optimal customer service levels.
• Ensure core team performance metrics and KPIs are met, collaborating with senior leaders to address performance concerns when necessary.
• Provide clear performance expectations, ongoing coaching, and mentoring, fostering a culture of collaboration and excellence, with the support of the Senior Lead, Offshore and Special Projects, and identifying training needs.

Customer Service

• Drive and execute key customer support and data operations to maintain high team engagement.
• Provide escalation pathways for both technical and non-technical queries.

Stakeholder Engagement

• Build strong relationships with key stakeholders, including senior management, regional teams, and customers.
• Collaborate with cross-functional teams, including sales, product, and marketing, to ensure customer needs are consistently met and exceeded.
• Act as a customer advocate within the organization, providing feedback and insights to drive product and service enhancements.
• Ensure seamless communication and alignment between the Philippines Support & Data team and the client's regional team.

Strengthening Customer Satisfaction & Improving Resolution Times

• Analyze customer service feedback and, alongside the Senior Quality Control, provide recommendations for areas of improvement.
• Work cross-functionally to ensure persistent product concerns are resolved efficiently and strategically.

What Makes You a Star?

• Minimum of 8-10 years of experience as a team lead in customer support and data support is required

Technical Skills

• Strong interpersonal and communication skills to bridge gaps and improve synergy across functions.
• A self-motivated, goal-oriented approach to leadership and collaboration, with the ability to inspire and motivate others.
• Capability to become a subject matter expert in the Re-Leased platform and product portfolio.

Personal Attributes

• Drive: Passionate about our purpose, you compete to win, take action, and move at pace.
• Resilience: You grow through adversity, embrace change, and learn from mistakes with grit and determination.
• Self-Awareness: Coachable and open to feedback, you lead with empathy and foster a positive culture for both team members and customers.
• Insight: You adopt a business owner mindset, with deep customer and market understanding, while promoting a culture of growth and continuous learning.

What’s in Store for You Beyond the Paycheck:

• Day 1 HMO coverage
• Competitive Package
• Hybrid work arrangement
• Prime office location (Makati)
• Day shift schedule and fixed weekends off
• Free upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
• Free access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Emapta Lifestyle perks (Foodpanda pro and more!)
• Total of 20 annual leaves, including 5 convertible to cash
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Welcome to Emapta Philippines!

Discover a world of possibilities at Emapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your career. Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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