Contact Center Team Lead (UK Support), Manila (Healthcare)

Location: Manila, Philippines; hybrid setup with full-time, 40-hour workweeks, rotating 24/7 schedule, and regular reporting to the Makati office. Candidates must be located near or within Metro Manila and have a suitable home workspace with a stable internet connection of at least 30 Mbps.

Company

hirify.global is a consumer healthcare platform supporting patients across preventative health, weight management, and men's and women's health conditions in multiple international markets.

What you will do

• Lead daily support operations by running stand-ups, monitoring queues, assigning tickets, balancing workloads, and managing backlogs.
• Manage and develop agents through weekly 1:1s, coaching, KPI accountability, performance improvement plans, and regular feedback.
• Own agent, team, and function-level reporting, including KPI, SLA, CSAT, weekly, monthly, and cycle reports with action plans.
• Handle complex or sensitive patient escalations, resolve issues within scope, and communicate required escalations with clear data.
• Drive team culture, psychological safety, stakeholder collaboration, hiring support, and team engagement initiatives.
• Lead process improvement and change initiatives, build business cases, and identify innovations that improve speed, quality, and patient focus.

Requirements

• At least 4 years of full-time leadership experience in a startup, international, or technology company.
• Demonstrated success improving team performance, including CSAT, QA, retention, or efficiency, while building a positive team culture.
• Experience coaching, mentoring, and empowering team members, with the ability to lead empathetically and hold teams accountable.
• Proficiency with Google Suite, Slack, Notion, and productivity or project management tools.
• Excellent spoken and written English.
• Strong communication, people management, problem-solving, critical thinking, ownership, adaptability, ethical judgment, and commitment to psychological safety.
• Ability to work full-time, 40 hours per week, on a rotating 24/7 schedule.
• Location near or within Metro Manila, Philippines.
• Suitable work-from-home space and a stable home internet connection of at least 30 Mbps.

Nice to have

• Experience with online, remote, or virtual work.
• Experience with Zendesk.
• Experience in healthcare support or a customer-facing role.

Culture & Benefits

• Empathetic, accountable, patient-first environment with autonomy, regular feedback, and psychologically safe collaboration.
• Sick, maternal/paternal, compassionate, vacation, and personal health leave from Day 1.
• Health insurance through a provider accredited by hospitals, clinics, and diagnostic centers nationwide, including coverage for up to two dependents.
• Statutory benefits, 13th month pay, and transportation allowance for reporting to the Makati office.
• Annual professional development budget, additional leave credits, mentors, buddies, and regular performance and pay reviews.