Description
At Xe, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile app and by phone. Last year, we helped over 300 million people access information about the currencies that matter to them and over 225,000 people used us to send money overseas.
About This Role
We are currently looking for a Team Lead, Jr Client Services to join our growing team in Manila, who will be responsible for running the Jr Client Services team day to day, making sure new clients are guided smoothly through onboarding and their first few transfers, and handed off cleanly once that's complete.
OUR PRINCIPLES
- AMBITION - We dream big, try things out and always ask why not and what if We're ambitious in our thinking and our delivery
- RESPONSIBILITY - We get involved, bring our perspective, and are always open to new ideas. We take personal responsibility
- COMMUNITY - We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community
Roles & Responsibilities
- Directly lead, coach and develop the Jr Client Services reps. Run the daily floor rhythm, one to ones, and manage performance so reps know what's expected of them
- Own service quality and response-time metrics as the core team measures: how quickly new registrations and quotes are followed up on, and how smoothly clients move through their first few transfers
- Build and enforce a consistent onboarding playbook: how reps engage new clients, what cadence and channels they use, and how questions or hesitations about the process get handled
- Manage the handup process, making sure every handover carries full context so the next person doesn't start cold
- Track individual rep activity and service quality, coach reps who need support, and flag capacity or coverage gaps
- Report team results on a regular cadence (response times, onboarding completion, clean handover rate)
- Act as a player-coach if needed, carrying a reduced personal caseload of clients to model the standard
Position Requirements
- Bachelor's Degree in any related field
- At least 3 years experience in customer service or client support, including prior experience leading or coaching a team
- Comfortable working with CRM systems and managing team performance against service metrics
- Strong communication and coaching skills, with the ability to give direct, constructive feedback
- Fluent in English
- Detail-oriented, with a methodical approach to compliance and documentation requirements
- Flexibility to work in shifts as needed, given the role supports AU/NZ clients
- Prior experience in financial services, payments, or a regulated industry is a plus
Perks & Benefits
- Competitive Salary and Allowances
- HMO/Dental/Life Insurance Benefits on Day 1
- Paid Time Off (SL/VL) with Leave Conversion
- 13th Month Bonus
We want Xe to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organization that encourages diversity in all respects.
At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on [Confidential Information]
The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company's right to assign or reassign duties and responsibilities to this job as needed.
