Team Captain

TL;DR

Team Captain (Client Experience): Responsible for the day-to-day management of a client experience team, serving as a point of escalation and identifying growth opportunities for team members with an accent on performance quality management and internal coordination. Focus on ensuring the team meets KPI targets, fostering growth, and solving complex client requests.

Location: Hybrid in Pasig, Metro Manila, Philippines

Company

hirify.global is a global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.

What you will do

• Identify growth and development opportunities for team members through coaching.
• Monitor and assess team members’ performance, providing timely feedback through regular performance reviews.
• Ensure team members are properly trained and consistently meet client needs and company KPI targets.
• Work with the People Development Manager to recommend career paths and training plans for team members.
• Understand and solve complex client requests or complaints, especially when multiple departments are involved.
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.

Requirements

• Bachelor's/College degree in a relevant discipline.
• Three years of supervisory experience in a related field (especially email and chat support).
• Experience supporting SaaS products or troubleshooting experience (non-voice, chats, emails, and SMS).
• Intermediate knowledge of CRM systems (i.e., Zendesk, Salesforce strongly preferred).
• Excellent verbal and written communication skills.
• Ability to understand and communicate complex ideas to customers, both verbally and in written form.

Culture & Benefits

• Be part of a global team united by a desire to connect diverse people with common values for hirify.global impact.
• Contribute to a company that values authenticity, curiosity, dynamism, ambitious vision, operational excellence, and empathy.
• Help hirify.global grow and achieve its purpose by giving your 110% and championing core values.