JOB TITLE – LEAD CLIENT SUPPORT SPECIALIST
Lead with care. Deliver support that stands out. We’re looking for a confident, solutions-focused Lead Client Support Specialist who can guide a high-performing support team while ensuring every client receives timely, accurate, and thoughtful service. If you enjoy coaching people, improving processes, and turning complex concerns into positive outcomes, you’ll thrive in this role.
Work Setup: Fully onsite during Probationary Period
Role Overview
As our Lead Client Support Specialist, you’ll oversee day-to-day client support operations, coach specialists, manage escalations, and keep service standards consistently high. You’ll serve as a key point of contact for clients and internal stakeholders, using performance insights and frontline feedback to strengthen workflows, resolve recurring issues, and build trusted client relationships.
Key Responsibilities
· Lead the Team: Guide, coach, and support Client Support Specialists, setting clear priorities and helping the team meet quality, productivity, and service targets.
· Own Client Outcomes: Ensure client inquiries and requests are handled accurately, professionally, and within agreed response times.
· Manage Escalations: Take ownership of complex or sensitive cases, coordinate resolutions, and keep clients informed through to closure.
· Raise the Standard: Monitor interactions, provide practical feedback, and reinforce consistent service, documentation, and communication practices.
· Keep Work Flowing: Balance workloads, coordinate coverage, and respond quickly to changing volumes, priorities, and client needs.
· Coach for Growth: Support onboarding, knowledge sharing, one-on-one coaching, and development planning for team members.
· Use the Data: Track service metrics, identify trends and recurring issues, and recommend improvements that strengthen client satisfaction and team efficiency.
· Improve the Process: Maintain support procedures, templates, and knowledge resources while partnering with stakeholders to streamline workflows.
· Build Strong Partnerships: Work closely with clients and internal teams to clarify expectations, communicate progress, and resolve service gaps.
· Step In When Needed: Provide hands-on support during peak periods and model calm, accountable, solutions-focused service.
Skills & Experience
· 4+ years of experience in client support, customer service, account support, or a related field.
· At least 1–2 years of experience leading, supervising, or coaching a client support or customer service team.
· Demonstrated ability to manage escalations, prioritize competing requests, and deliver positive client outcomes.
· Excellent English communication skills, written and verbal, with a clear, professional, and client-focused style.
· Strong coaching, feedback, and people leadership skills, with the confidence to set expectations and hold others accountable.
· Comfortable working with CRM, ticketing, reporting, and collaboration tools, with the ability to learn new systems quickly.
· Analytical and organized, with experience using service metrics and client feedback to improve performance.
· A proactive, adaptable mindset and the ability to remain composed in a fast-paced, service-driven environment.
What’s in It for You
Flexibility that Fits: Hybrid options across Makati and Pampanga, on day shifts aligned with our Australian clients.
Workspaces that Work: Modern offices built for focus, collaboration, and real productivity.
Coffee and Good Company: Barista coffee on demand and a café bar to unwind after work.
Meals on Us: Complimentary meals once a week on your on-site day.
Covered from Day One: Health coverage with free dependent coverage, so you're looked after from the start.
Compensation You Can See: Transparent salary packages with direct client involvement.
Room to Grow: Ongoing training and real opportunities to step into bigger roles.
An Award-Winning Home: Join a team ranked 8th Best Workplace in the Philippines and recognised among Fortune Best Workplaces in Southeast Asia.
People Who Have Your Back: Work alongside reliable, easy-going people who care about doing great work.
A Global Stage: Work directly with international clients and see how teams scale worldwide.
About Us
At hammerjack, we connect skilled professionals in the Philippines with growing businesses across Australia and beyond—building teams that work as true extensions of our clients. We're proud to be named among the Fortune 100 Best Workplaces in Southeast Asia and ranked the 8th Best Workplace in the Philippines.
Our Impact
Our people aren't outsourced—they're embedded. With aligned tools, shared goals, and real accountability, they deliver at the same standard and pace as onshore teams while building long-term careers they're proud of, across accounting, tech, admin, and marketing.
As a Supporter Relations Officer, you'll ensure supporters feel valued and informed while managing enquiries and supporting fundraising efforts.
As a Customer Success Lead, you will build and scale the Customer Success function, focusing on customer retention, upsells, and developing effective playbooks.
As the Customer Support Solutions Lead, you'll design and implement AI-powered support systems, optimizing workflows and enhancing customer experiences through technology.
The Senior Team Lead, GTM Instructional Design will manage customer-facing learning content operations, ensuring quality and efficiency in eLearning and video production.
As a Support Engineering Lead, you will own and scale the technical support experience, leading a team to resolve complex issues while driving operational excellence and team development.
