Patient Support Team Lead (UK Support)

Location: Hybrid role for candidates located near or within Metro Manila, Philippines; full-time 40 hours/week on a rotating 24/7 schedule, with reporting to the Makati office.

Company

hirify.global is a consumer healthcare platform supporting patients across multiple countries through preventative health, weight management, and women's and men's health services.

What you will do

• Lead daily Manila support operations, including stand-ups, queue monitoring, ticket assignment, workload balancing, backlog management, and cross-team coordination.
• Manage agent performance through weekly 1:1s, coaching, KPI accountability, performance improvement plans, and escalation of material issues.
• Own agent, team, and function-level reporting, including weekly, monthly, and cycle reports, SLA tracking, CSAT analysis, root-cause identification, and action plans.
• Handle complex or sensitive patient escalations, resolving issues within scope and communicating clear data-supported updates to stakeholders.
• Drive team culture, psychological safety, engagement, change adoption, process improvements, and innovation initiatives.
• Support ad-hoc operational work, hiring activities, PIP management, stakeholder meetings, and business cases for improvements.

Requirements

• At least 4 years of full-time leadership experience in a startup, international, or tech company, with demonstrated improvements in CSAT, QA, retention, or efficiency.
• Strong people leadership, coaching, mentoring, accountability, ethical judgment, empathy, and ability to create an inclusive and psychologically safe environment.
• Proficiency with Google Suite, Slack, Notion, and productivity or project management tools; ability to adapt quickly to new systems.
• Excellent spoken and written English.
• Strong problem-solving, critical-thinking, communication, data-analysis, stakeholder-management, and process-improvement abilities.
• Ability to work full-time, 40 hours per week, on a rotating 24/7 schedule.
• Located near or within Metro Manila, Philippines.
• Suitable work-from-home space with a desk, comfortable chair, proper lighting, and a quiet environment.
• 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 another customer-facing role.

Culture & Benefits

• High-accountability, passionate, collaborative environment with autonomy, open knowledge sharing, regular feedback, and frequent iteration.
• Sick, maternal/paternal, compassionate, vacation, and personal health leave from Day 1.
• Health insurance through accredited providers, 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.
• Opportunities to grow into operations, strategy, or project management leadership.