US Account Manager/Team Lead (On-site, Cebu)

This role is designated to a single client, assisting with the administration and follow-up on service requests to their locations. This resource will be an expert in the utilization of the client's platform and can work as a point of contact for the client, provide follow-ups, and serve as a system administrator. As the role evolves, it may include people leadership responsibilities.

DUTIES AND RESPONSIBILITIES

• Monitor inbound assistance requests on the help desk platform; Zendesk
• Triage and prioritize assistance needed
• Provide baseline training and guidance to client and providers on applications
• Identify system issues and report to development Team
• Partner with Facility Managers and coordinate service
• Adding Vendors to locations
• Advising Vendors of proper procedure
• Managing compliance with scheduled maintenance services
• Reviewing work order requests for cost-saving opportunities related to the asset/equipment being repaired (Warranty, Landlord, etc)
• Eventually lead, manage, and motivate a team of 5 to 10 Facilities Coordinators
• Conduct regular performance reviews and provide actionable feedback and coaching to drive improvements.
• Implement performance improvement plans where necessary and recognize high-performing team members.

Qualifications & Experience:

• Bachelor’s degree in any discipline is preferred.
• English Proficiency - Excellent command in spoken and written English. Can understand with ease what is heard and read, also able to express themselves fluently and precisely.
• Attention to Detail: Accurately capture specific pieces of information (details) and the ability to document these details in the written form, while speaking with the caller as well as following processes correctly .
• Education: High School Diploma or GED required
• Facility maintenance knowledge, customer service and software support experience - PREFERRED
• Experience in a client‑facing or client management role.
• At least one (1) year of supervisory experience is REQUIRED for progression into future leadership responsibilities.