Customer Service & Sales Team Lead Remote

CUSTOMER SERVICE & SALES TEAM LEAD – REMOTE

Company: Banksia Health

Location: Philippines – Remote

Employment Type: Full-time

Base Salary: ₱75,000–₱85,000 per month

Performance Bonus: Up to ₱20,000 per month

OTE: Up to ₱105,000 per month

ABOUT THE ROLE

Banksia Health is looking for an experienced Customer Service & Sales Team Lead to manage our remote patient support and conversion team in the Philippines.

This is not a traditional customer service supervisor role.

You will manage approximately six customer service and patient sales representatives and be responsible for:

• Team performance and accountability

• Sales and conversion results

• Inbound and outbound call activity

• Call reviews and coaching

• Customer service quality

• Follow-up discipline

• Productivity and queue management

• Underperformance and performance improvement

• Complaints and escalations

• Reporting and operational improvement

The team supports patients through:

Treatment Plan Approved → Product Selection → Checkout → Purchase → Repeat Purchase

They also manage payment failures, abandoned carts, patients who have not purchased, product-view follow-ups, order assistance, delivery questions, complaints and retention opportunities.

Your job is not to personally make every call. Your job is to make sure the team performs.

VOICE EXPERIENCE IS ESSENTIAL

This is not an email, chat or back-office Team Lead role.

A significant part of the team's work involves speaking directly with patients by telephone.

You must have meaningful experience managing a B2C voice team and be comfortable:

• Reviewing recorded calls

• Coaching telephone conversations

• Improving objection handling

• Managing inbound, outbound or blended calls

• Monitoring call volumes and outcomes

• Improving sales, conversion and recovery rates

• Identifying why one agent performs better than another

• Handling difficult customer calls when required

THE ENVIRONMENT

Banksia Health is a growing healthcare and telehealth business.

Our systems, automation and processes are continually improving. Not every workflow will be perfect.

We need someone who can operate effectively while systems are still evolving.

You should be comfortable:

• Identifying operational problems

• Finding practical short-term workarounds

• Keeping the team operating when a system has issues

• Escalating technical problems with clear evidence

• Improving workflows and SOPs

• Working independently

• Making sensible decisions without constant direction

Startup, scale-up or rapidly changing business experience will be highly regarded.

If you need every process to be fully documented and every system to work perfectly before you can perform, this role is unlikely to suit you.

KEY RESPONSIBILITIES

TEAM MANAGEMENT

• Manage approximately six customer service and sales representatives

• Set clear daily priorities and targets

• Monitor attendance, productivity and follow-up

• Coach and develop employees

• Address poor performance quickly

• Run one-to-ones, call reviews and performance improvement plans

• Handle escalations where required

SALES & CONVERSION

You will improve conversion across:

• Approved patients who have not purchased

• Abandoned carts

• Payment failures

• Product views that did not progress

• Repeat purchase and retention opportunities

You will identify which scripts, follow-up methods and employees produce the strongest results.

CALL QUALITY

You will regularly review phone calls, SMS, emails and CRM notes.

You will coach the team on:

• Listening

• Asking the right questions

• Explaining information clearly

• Handling objections

• Building trust

• Helping patients complete the next step

• Being commercially effective without aggressive selling

WORKFLOW & QUEUE MANAGEMENT

You will make sure:

• Follow-ups are completed on time

• No patient is forgotten

• CRM outcomes are recorded correctly

• Backlogs are controlled

• Staff are not over-contacting or under-contacting patients

• Automated and human workflows are working properly

If something is broken, you should first understand the problem, keep the team functioning where possible, and then escalate the underlying issue with useful evidence.

REPORTING

You will provide concise reporting to the Head of Operations explaining:

• What happened

• Why it happened

• Which employees or workflows are underperforming

• What action has been taken

• What should change next

HOW SUCCESS WILL BE MEASURED

Your KPIs will include:

• Treatment Plan to First Order Conversion

• Recovery conversion

• Calls and follow-ups completed

• Backlog and SLA performance

• Customer service response and resolution times

• Complaint and escalation handling

• Call quality

• CRM accuracy

• Team productivity

The ultimate measure is simple:

Is your team helping more patients complete their journey while delivering a high standard of service

IDEAL BACKGROUND

Strong candidates may come from:

• Startups or scale-ups

• BPO/contact centres

• Customer service operations

• Sales operations

• Healthcare or telehealth

• E-commerce

• Telecommunications

• Subscription businesses

• Fintech or financial services

• Other high-volume B2C businesses

Healthcare experience is useful but not essential.

Strong telephone leadership, commercial capability and measurable performance matter more.

ESSENTIAL EXPERIENCE

You should have:

• Several years of B2C customer service, sales or contact-centre experience

• Previous team leadership experience

• Experience managing approximately 5–15+ employees

• Strong experience managing telephone-based customer teams

• Experience with inbound, outbound or blended calls

• Experience managing sales, conversion, retention or recovery KPIs

• Experience coaching calls

• Experience managing underperformance

• Experience using CRM, dialler, call-centre or helpdesk systems

• Strong reporting and numerical skills

• Experience managing remote staff

• Ability to work independently

• Strong spoken and written English

WHO THIS ROLE WILL NOT SUIT

This role is probably not suitable if:

• Most of your leadership experience is email, chat or back-office based

• You have never managed a telephone-based customer team

• You have never owned sales or conversion KPIs

• You avoid difficult performance conversations

• You dislike measurable targets

• You are uncomfortable reviewing calls

• You require constant direction

• Your first response to a system issue is simply to raise a ticket and wait

• You expect the systems and processes of a mature multinational company

• You focus on excuses rather than practical solutions

REMUNERATION

Base Salary:

₱75,000–₱85,000 per month

Performance Bonus:

Up to ₱20,000 per month

OTE:

Up to ₱105,000 per month

The bonus will be linked to agreed team KPIs including conversion, recovery, customer service, productivity and quality.

APPLICATION QUESTIONS

Please apply with your CV and answer:

1. How many people have you directly managed

2. What percentage of your most recent team's work was telephone-based

3. Was the call environment inbound, outbound or blended

4. What sales, conversion, retention or recovery KPIs were you personally accountable for

5. Give an example of a team whose performance you materially improved. What changed

6. Tell us about a time a CRM, dialler, payment system or other important system was not working properly. What did you personally do

7. Have you worked in a startup, scale-up or rapidly changing business

8. What CRM, dialler, helpdesk or call-centre systems have you used

9. What was your most recent monthly remuneration

10. What monthly base salary are you seeking

SHORTLISTED CANDIDATES SHOULD EXPECT

• Structured interview

• Practical management scenario

• Review of sample performance data

• Call-coaching exercise

We are looking for evidence of genuine team leadership, strong voice experience and measurable performance improvement — not simply a Team Leader title.

BENEFITS

• Work from home

• Flexible schedule

• Performance incentives

• Opportunities for progression