Customer Experience Team Lead

Discover your 100% YOU with MicroSourcing!

Position: Customer Experience Team Lead

Work setup: Work from home

Why join MicroSourcing?

You'll Have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Key Responsibilities

We are seeking a knowledgeable and client-focused Client Solutions Consultant specializing in Customer Experience within the business process outsourcing industry.

This Philippines-based position will serve as the subject matter expert for customer service, contact center operations, Tier 1 technical support, email and chat support, and subscription services.

The Client Solutions Consultant will participate in conversations with prospective and existing clients, gather and interpret their requirements, and contribute to the design of practical and scalable service solutions. Once a partnership is established, the consultant will lead the implementation and onboarding process, guide the delivery team through launch and stabilization, and transition the account to the appropriate team.

The successful candidate must be prepared to lead client conversations from day one, communicate fluently about Customer Experience operations, and demonstrate a strong understanding of the terminology, processes, technologies, and performance standards commonly used within the field.

Key Responsibilities

Client Engagement and Solutions Design

• Serve as the Customer Experience subject matter expert during conversations with prospective and existing clients.
• Lead discovery discussions to understand client objectives, processes, customer channels, technology environment, performance expectations, and operational requirements.
• Document technical, business, and functional requirements.
• Translate client requirements into practical recommendations for the proposed service solution and delivery model.
• Present, explain, and validate proposed operational approaches with clients and internal stakeholders.
  
  

Implementation and Onboarding

• Lead implementations and onboarding activities for new Customer Experience partnerships.
• Serve as a central point of coordination among clients, delivery center personnel, recruiting teams, Sales, Account Management, Client Success, Product, Marketing, and other internal stakeholders.
• Develop and manage implementation plans, timelines, action items, dependencies, risks, and launch-readiness requirements.
• Coordinate discovery, process documentation, knowledge transfer, training, technology access, workflow validation, and operational-readiness activities.
• Guide delivery teams in adopting client systems, workflows, escalation protocols, quality standards, and operating procedures.
• Periodically demonstrate service-line tasks or processes during training when additional hands-on guidance is required.
• Facilitate stakeholder meetings, provide clear status updates, and escalate risks or decisions requiring attention.
• Support go-live activities and guide the partnership through the stabilization period.
  
  

Recruiting, Training, and Delivery Readiness

• Partner with delivery center recruiting teams to define the roles and qualifications required for new Customer Experience programs.
• Develop or review job descriptions, interview questions, candidate evaluation criteria, and skills assessments.
• Review candidates and participate in interviews and selection discussions as needed.
• Contribute to training plans, onboarding programs, knowledge-transfer activities, and readiness assessments for newly hired delivery teams.
• Guide trainers and operational leaders in translating client materials into effective training and delivery practices.
  
  

Service-Line Development and Organizational Enablement

• Help develop and refine Customer Experience service offerings, operating frameworks, discovery questionnaires, solution templates, SOPs, implementation playbooks, and best practices.
• Educate Sales, Account Management, Client Success, and other internal stakeholders on Customer Experience services, terminology, capabilities, and potential client use cases.
• Review marketing materials, sales collateral, product concepts, and other service-line content for accuracy and alignment with capabilities.
• Stay current on Customer Experience trends, technologies, tools, automation opportunities, AI-enabled solutions, and emerging best practices.
• Evaluate relevant technologies, vendors, and potential partnerships and bring useful insights and recommendations into the organization.
• Identify opportunities to improve service design, implementation practices, training, and delivery readiness.
  
  

Post-Launch Advisory Support

• Provide subject matter expertise when Client Success identifies concerning performance trends, service-line-specific challenges, or other operational needs.
• Help investigate complex issues, identify root causes, and recommend corrective actions or process improvements.
• Advise teams on client-specific escalation paths, quality expectations, workflows, and performance requirements.
• Support targeted improvement initiatives when specialized Customer Experience knowledge is needed.
  
  

Customer Experience Expertise

The successful candidate should have professional experience in many of the following areas:

• Customer service and contact center operations
• Tier 1 technical support
• Phone, email, or chat support
• Subscription services, including account setup, billing inquiries, plan changes, renewals, cancellations, retention, and refunds
• Customer issue and escalation management
• Customer support workflows, knowledge bases, scripts, response templates, and SOPs
• Quality assurance concepts, including interaction monitoring, evaluation scorecards, calibration, coaching, and root-cause analysis
• Customer Experience performance management and operational metrics
  
  

Candidates may have experience supporting either B2C or B2B customers. Experience across both models or within an omnichannel environment is preferred but not required.

Required Qualifications

• Bachelor's degree in business, communications, operations, or a related field, or an equivalent combination of education and relevant professional experience.
• At least 3–5 years of professional experience in Customer Experience, customer service, contact center operations, technical support, subscription services, or a related field.
• 3–5 years of experience working within a business process outsourcing environment.
• Strong functional understanding of Customer Experience operations and the ability to discuss relevant processes, challenges, and solutions confidently with clients.
• Demonstrated ability to lead client-facing conversations and communicate effectively with operational and executive stakeholders.
• Understanding of common Customer Experience metrics, such as customer satisfaction, first-contact resolution, response and resolution times, average handle time, quality scores, and service-level attainment.
• Excellent verbal and written English communication skills.
• Strong presentation, facilitation, requirements-gathering, documentation, and stakeholder-management skills.
• Strong organizational skills and the ability to coordinate multiple stakeholders, timelines, risks, dependencies, and deliverables.
• Ability to work independently and collaborate effectively across geographically dispersed teams from 8:30 a.m. to 5:30 p.m. Eastern Time.
  
  

Preferred Qualifications

• Experience participating in client implementations, onboarding programs, solutions design, or pre-sales conversations.
• Prior experience as a team lead, trainer, quality specialist, operations supervisor, or similar role within a Customer Experience environment.
• Experience developing or reviewing customer support workflows, knowledge bases, scripts, response templates, training materials, or SOPs.
• Familiarity with common Customer Experience technologies, such as CRM and ticketing platforms, contact center software, workforce management tools, and quality monitoring systems.
• Familiarity with platforms such as Salesforce Service Cloud, Zendesk, Genesys, Five9, NICE, or similar solutions; experience with any specific platform is not required.
• Experience supporting more than one customer interaction channel or working within an omnichannel environment.
• Experience with automation, AI-enabled solutions, process optimization, or digital transformation initiatives.
• Experience helping develop new service offerings, operational frameworks, implementation materials, or organizational best practices.
  
  

Role Profile

This is a senior individual-contributor position. The Client Solutions Consultant will lead implementations, client discussions, and cross-functional initiatives but will not have direct people-management responsibilities.

The role is intended to guide, educate, and advise delivery teams rather than regularly perform production work as a delivery resource.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply

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