Client Services Team Leader

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee a team of 15–20 virtual assistants for multiple clients simultaneously.

• Conduct daily stand-up meetings and provide real-time coaching to Executive Assistants when challenges arise.

• Create and implement tailored development plans for each team member.

• Monitor performance metrics, including response times, client satisfaction, and quality scores.

• Step in actively when clients require immediate assistance — embodying a player-coach role rather than just a managerial one.

• Facilitate daily video conferences with international clients based in the US and Australia.

• Collaborate with clients to enhance EA workflows and anticipate their changing needs.

• Ensure smooth transitions during team changes, EA replacements, and client handovers.

• Assist with EA offboarding and manage account transition checklists when pairings conclude.

• Develop and uphold Standard Operating Procedures (SOPs) for essential EA functions.

⛳️ Requirements

• Minimum of 2 years of direct experience as a Virtual Assistant or Executive Assistant with international clients (preferably from the US or Australia).

• At least 1 year of experience in client success, B2B relationship management, and team coordination.

• Proficient in navigating 6 or more platforms daily and enthusiastic about learning new tools.

• Exceptional professional-level English skills, both written and verbal.

• Demonstrated success in completing rigorous programs such as boot camps, certifications, or structured training.

• Must be fully available for overnight shifts and a 2-week intensive training period without absences.

🏝️ Benefits

• HMO coverage after 6 months of employment.

• 12 vacation days plus 10 sick days per year.

• 13th-month pay.

• Coverage for SSS, PhilHealth, and PAG-IBIG.

• Desktop computer and comprehensive IT support provided.

• Paid training opportunities.