Customer Experience Team Lead (Manila)

Location: Arthaland Century Pacific Tower, 5th Avenue corner 30th Street, BGC, Taguig

Job Type: Full-time

Job Shift: 12:00 am - 9:00 am (Philippine Time Zone)

Who we are

At Point, we make homeownership more valuable and accessible. Join us in creating innovative financial products that help homeowners and aspiring buyers. If you're seeking a career where your work truly matters, this is it.

Job Summary

Point is seeking a proactive Customer Experience Team Lead to serve as a Player Coach, someone who leads by example while developing others. In this role, you’ll be responsible for coaching and supporting the customer service team through structured training, consistent feedback, and targeted skill development. You’ll ensure homeowner interactions are consistently empathetic, confident, and aligned with Point’s high standards of service. This role bridges frontline execution with leadership and learning, playing a critical part in Point’s commitment to delivering an exceptional customer experience.

Location Options

This is an on-site role for the first 90 days and requires going to our office five days a week.  Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC. Hybrid will be considered after 90 days.  

Job Responsibilities

• Coach and develop ACs through regular performance feedback, quality reviews, and skills-based coaching aligned with Point’s customer experience standards.
• Deliver training to ACs and guide them through base-level certification modules, ensuring they are fully prepared to handle core customer interactions.
• Facilitate advanced skills training and certifications for eligible ACs, including administering assessments such as knowledge checks and role-play scenarios.
• Review communication samples (calls, chats, emails & tasks) to identify performance trends and coaching opportunities.
• Provide live support and escalate complex homeowner cases when ACs encounter high-sensitivity situations or topics outside their current certification level.
• Collaborate with the training team to inform the development of new training content based on observed performance gaps or evolving business needs.
• Ensure consistency in training and performance standards across both Point FTEs and BPO partners, including aligning on expectations and outcomes.
• Track and report on team performance metrics, such as certification rates, QA scores and coaching effectiveness, using internal reporting tools.
• Participate in weekly team lead syncs and calibration sessions to align on coaching standards, share insights, and ensure consistent feedback practices.
• Support staffing and performance management efforts, including identifying underperforming ACs, recommending follow-up actions, and partnering with vendor managers as needed.

About you

• 2+ years of experience in a customer-facing support or service role
• 1+ year of experience coaching or mentoring team members
• Strong verbal and written communication skills
• High level of proficiency in Google Workspace (Docs, Sheets, Slides)
• High level of proficiency in Salesforce or other CRM platforms
• Demonstrated empathy, confidence, and effective problem-solving skills
• Strong organizational skills with attention to detail
• Proven leadership and accountability in team settings
• Experience with coaching, performance management, and training delivery
• Ability to develop and execute processes effectively
• Skilled at working cross-functionally with diverse teams
• Comfortable adapting to change in a fast-paced environment
• Familiarity with supporting and training peers or new hires
• Committed to delivering excellent customer service and continuous improvement

Our Benefits

• Competitive Pay: Market-leading salary with regular reviews and comprehensive health insurance for you and your dependents.
• Career Advancement: Benefit from structured development programs, promotions, and certifications.
• Work-Life Balance: 18 holidays, and hybrid work options in a supportive environment.
• Global Experience: Collaborate with an international team and learn from global practices.

Point is proud to be an equal opportunity employer. We provide employment opportunities regardless of age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class. Each individual at Point brings their own perspectives, work experiences, lifestyles, and cultures with them, and we believe that a more diverse team creates more innovative products, provides better services to customers, and helps us all grow and learn. At the launch of each position, we benchmark compensation to the appropriate role and level utilizing competitive compensation data from various data sources as references. At the offer stage, we use the signal we received from our interviews, coupled with your experience, location, and other job-related factors, to determine final compensation. 

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