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Client Experience Angel
<p><em>Looking to take your career to the next level? Then this role is for you!</em></p> <p>Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!</p> <p>Profile Requirements:</p> <ul> <li>3–5 years in a client-facing digital marketing or account management role, agency-side</li> <li>preferred</li> <li>Demonstrated ability to own client relationships across a high-volume portfolio with minimal ramp time</li> <li>Working knowledge of digital marketing channels: Paid Search, Paid Social, SEO,</li> <li>Organic Social, Display, Geofencing, Reputation Management, and/or Email</li> <li>Strong analytical skills — comfortable interpreting campaign performance data and</li> <li>translating it into client-ready recommendations</li> <li>Excellent written and verbal communication skills in English; <5-hour response time is a</li> <li>real expectation</li> <li>Highly organized and capable of managing multiple accounts or priorities</li> <li>simultaneously</li> <li>Experience in maintaining or creating SOPs, process documentation, or training</li> <li>materials</li> <li>Adaptable and comfortable working across different teams, tools, and contexts</li> <li>Multifamily or real estate digital marketing background is a plus, but not required</li> </ul> <p>Core responsibilities:</p> <ul> <li>Coverage (Primary Function)</li> <li>Provide temporary coverage for Client Services Account Managers and Senior Account</li> <li>Managers during parental leave, account transitions, medical leave, attrition, or other</li> <li>planned or unplanned absences.</li> <li>Step in as the acting Account Manager — own client relationships, attend account and</li> <li>team meetings, run client reporting calls and maintain all AM-level communication</li> <li>standards for the duration of activation (<5 hour email response time)</li> <li>Manage all aspects of assigned accounts during coverage: campaign performance,</li> <li>reporting, client communication, and cross-functional coordination across Paid Media</li> <li>and Organic Media departments</li> <li>Preserve client relationships and communication consistency throughout the transition</li> <li>— clients should experience continuity, not disruption.</li> <li>Maintain performance stability and account hygiene across all assigned accounts during</li> <li>activation.</li> <li>Monitor client KPIs and proactively flag risks within 48 hours of identification, escalating</li> <li>blockers that require senior attention.</li> <li>Training (Secondary Function)</li> <li>Train incoming Account Managers and Senior Account Managers on the core</li> <li>responsibilities of Client Services roles, including day-to-day execution standards,</li> <li>reporting and QA fundamentals, client communication basics, task management and</li> <li>documentation expectations, and escalation pathways.</li> <li>Serve as a grounding resource for new team members navigating their first months in</li> <li>the role.</li> <li>Partner with Operations, the Client Experience Support Trainer, and Client Services</li> <li>leaders to ensure training reflects current standards and expectations.</li> <li>Documentation Ownership (Third Function)</li> <li>Own and maintain training materials and SOPs for Client Services L2 and L3 roles.</li> <li>Update and improve documentation regularly.</li> <li>Standardize handoff expectations during coverage periods and ensure documentation</li> <li>keeps pace with how work actually gets done.</li> <li>Work closely with the Client Experience Support Trainer to ensure documentation is</li> <li>aligned.</li> </ul> <p><em><strong>Benefits:</strong></em> <em> <em>Competitive salary</em> </em> <em>Opportunity to shape the HR function of a rapidly growing BPO.</em> <em> <em>Work closely with a team of industry leaders who have successfully scaled BPOs in the past.</em> </em> <em>Career growth and development opportunities.</em></p> <p><em>Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!</em></p> <p>This is a remote position.</p>
