Patient Support Team Lead (Australia Support)

The Team Lead is the operational and human heart of the Manila support teams. This role exists to ensure that every agent under their care has the guidance, structure, and support needed to deliver outstanding patient interactions — consistently, safely, and at pace. The Team Lead is equally a people manager, a performance driver, a cultural anchor, and an operational problem solver. They are the first person their team turns to when things get complex, and the person leadership turns to when they need visibility on what is happening on the ground. This role requires someone who leads with empathy and holds with accountability — in equal measure.

Responsibilities

Run daily stand-ups to align the team on ticket handling strategy, priorities, blockers, and important updates; Monitor all queues, assign tickets to agents, and manage workload balance across the team; Act as the first point of support for all agents; Conduct weekly 1:1 performance reviews with each agent, providing structured feedback, coaching, and a genuine listening ear; Hold agents accountable to defined KPIs with fairness, clarity, and consistency; Identify underperformance early and design and execute performance improvement plans; Own, lead, and perform data analysis and reporting at agent, team, and function level; Prepare weekly, monthly, and cycle reports with clear status against targets and SLAs; Attend and contribute to all recurring meetings including Patient Ops Weekly Priorities and PX/MS Weekly Process Updates; Act as the escalation point for complex or sensitive patient situations; Manage ad-hoc tasks including hiring support, PIP management, and issue follow-up; Act as Culture Champion and lead with empathy; Own and drive process improvement initiatives within the team

Requirements

At least 4 years of full-time leadership experience in a startup, international, or tech company; Proficient in Google Suite (Gmail, Calendar, Drive, Docs, Sheets, Forms, Slides), Slack, Notion, and other productivity/project management tools; Quick to adapt to new systems and technologies; Excellent command of English, both spoken and written; Motivates others toward common goals, works well with diverse personalities, and creates an inclusive, psychologically safe environment; Approaches complex challenges with creativity and critical thinking; Troubleshoots effectively, resolves technical/operational issues, and knows when to ask clarifying questions; Looks for root causes and systemic fixes using data, feedback loops, and cross-functional collaboration; Known for integrity and discretion, with the courage to challenge gossip, exclusion, or toxic behaviours; Proactive can-do attitude with minimal need for supervision; Embraces challenges as learning opportunities and adapts quickly in fast-paced environments; Willing to work full-time (40 hours/week) in a hybrid set up during either APAC customer hours; Located near or within Metro Manila, Philippines; Suitable work-from-home space (work desk, comfortable chair, proper lighting, quiet environment); Stable internet connection at home: 30 Mbps minimum

Nice to have

Experience in Zendesk

Benefits

Sick, maternal/paternal, compassionate, and vacation leave from Day 1; Personal health days leave and budget; Health insurance provider accredited by major hospitals, clinics, and diagnostic centers nationwide, plus coverage of up to two dependents; Standard employer share for statutory benefits (SSS, PhilHealth, and HDMF); 13th month pay; Transportation allowance when reporting to Makati office; Annual professional development budget; Additional leave credits; Mentors and buddies; Regular performance and pay reviews