Job Description:

Employment Type: Full-time

Work Type: Onsite

Duration: 12 months (Annual Renewal)

Location: Manila, Philippines

Job Description: Team Leader - Sales & Customer Support Operations

Profile Summary

The Team Leader directly oversees a pod of Sales & Customer Support Specialists supporting the Client's advertiser program with defined Team Lead ratio of one (1) Team Lead per fifteen (15) Specialists. Bridging front-line operations and account management, the role drives team performance, ensures strict and impartial adherence to the Client's Policies, and coaches specialists to achieve commercial targets. As a Management Role, the Team Leader maintains supervisory and compliance controls.

Key Responsibilities

1. People Leadership & Performance Coaching

Direct, mentor, and motivate a team of 15 to 18 Specialists
Conduct weekly one-on-one coaching sessions, performance reviews, and skills training to maximize engagement, quality, and retention.

2. KPI & Commercial Delivery

Manage team performance against the Client's agreed Key Performance Metrics and Service Levels — including pipeline volume, revenue/engaged revenue, engagement rate, talk time, product points, book coverage, quality-assurance score, and FTE fulfilment — alongside operational measures such as SLA adherence and handle times across voice and non-voice channels.

3. Policy Governance & Quality Assurance

Enforce strict, impartial compliance with the Client's Advertising Policies and guidelines, and ensure no Specialist makes unauthorized commitments, discounts, refunds, pricing statements, or product commitments.
Audit complex case decisions, run quality-assurance checks, and lead regular quality-calibration sessions with internal quality and the Client's quality/operations teams.

4. Escalation Management

Serve as the second-line escalation point for complex advertiser disputes, high-value accounts, and sensitive policy investigations, ensuring resolutions align with the Client's approved escalation pathways.
Notify the Client of qualifying incidents and issues within the timeframes defined

5. Resource & Queue Management

Oversee real-time queue balancing across phone, email, chat, and ticketing channels.
Manage shift schedules, attendance, tool access, and system/workflow adherence.

6. Cross-Functional Collaboration

Partner with the Client's Sales Operations Enablement, Compliance, and operational leadership to share insights and optimize workflows; propose updates to scripts or templates for the Client's prior written approval.

Candidate Profile

Education & Experience: Preferably a college degree or equivalent diploma, with 3+ years in an operational supervisory / team-leader role within a BPO or technology environment managing B2B sales, ad operations, or digital marketing support.
Domain Expertise: Prior experience with ad-tech platforms (Google Ads, Meta Ads Manager, or Amazon Ads), including working knowledge of ad-account structures and community standards with proven track record leading hybrid teams across both voice and non-voice channels.
Professional Standards: Model and coach high ethical standards, objectivity, integrity, impartial application of Policies, cultural competency across diverse markets, and emotional resilience when handling difficult customer interactions, objections, and complaints.
Language Proficiency: Minimum C1 (CEFR) English; able to communicate effectively with the Client via email, the Client's systems, and meetings.

Important notice:

Aceolution Inc. will never request a monetary deposit for any role or project with the company, and our recruitment and sourcing teams only use @aceolution.com address when emailing candidates. Ignore aceolutions.com which is a spammer email ID doing rounds over the past few months.