Contact Center Team Lead (Australia Support)

TL;DR

Contact Center Team Lead (Australia Support): Managing and developing a team of support agents to deliver high-quality patient interactions with an accent on performance metrics, operational efficiency, and team culture. Focus on driving process improvements, analyzing support data, and ensuring consistent service delivery for a fast-growing health-tech platform.

Location: Must be based in or near Metro Manila, Philippines. Role is hybrid with requirements to work from the Makati office.

Company

hirify.global is a mission-driven health-tech company, part of Hims & Hers, building personalized, long-term care solutions for chronic conditions like obesity.

What you will do

• Lead daily stand-ups and manage ticket queues to ensure optimal workload distribution and team alignment.
• Conduct weekly 1:1 performance reviews, providing structured coaching and feedback based on quantitative and qualitative data.
• Analyze team and agent performance metrics, identifying trends and root causes to drive service improvements.
• Act as the primary escalation point for complex patient situations, resolving issues independently or coordinating with senior stakeholders.
• Foster a culture of psychological safety, accountability, and professional growth within the team.
• Drive process innovation and advocate for systemic improvements to enhance patient experience and operational speed.

Requirements

• Minimum 4 years of full-time leadership experience in a startup, international, or tech environment.
• Excellent command of English (spoken and written).
• Must be located in or near Metro Manila and able to work in a hybrid setup.
• Proficiency in Google Suite, Slack, and Notion; experience with Zendesk is a significant advantage.
• Proven track record of improving team performance metrics such as CSAT, QA, and efficiency.
• Ability to work full-time (40 hours/week) during APAC business hours (6:00 AM - 6:00 PM Manila Time).

Culture & Benefits

• Comprehensive health insurance coverage for employee and up to two dependents.
• Annual professional development budget and dedicated leave credits for career growth.
• Support for statutory benefits including SSS, PhilHealth, and HDMF, plus 13th-month pay.
• Flexible leave offerings including sick, maternal/paternal, compassionate, and vacation leave.
• Transportation allowance for office attendance in Makati.
• Strong focus on work-life balance and regular team-building events.