Senior Account Coordinator

 

Location

This is a hybrid role. Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC. This role requires going to our office at least one day a week.

 

Role Hours

The expected working hours for this position are from 12:00 AM to 9:00 AM, based on the Philippine Time Zone (PHT).

 

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 15,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

✨ Hybrid Collaboration, Connected Culture: Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success.

 

About the role

Point is seeking a proactive Senior Account Coordinator (Manila) 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.

  

Job Responsibilities

• Coach and develop Account Coordinator through regular performance feedback, quality reviews, and skills-based coaching aligned with Point’s customer experience standards.
• Deliver training to Account Coordinator 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 Account Coordinator, 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 Account Coordinator 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 Account Coordinator, 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.

 

Philippines Data Privacy Statement

Client-provided location(s): Manila, Philippines

Job ID: 8045310002

Employment Type: OTHER

Posted: 2025-06-25T03:37:24