Account Coordinator Team Lead

Location

This role will be based on-site for the first 90 days, with the opportunity to transition to a hybrid work arrangement thereafter.  Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC.

Role Hours

The expected working hours for this position are approximately 12:00 AM to 9:00 AM, based on the Philippine Time Zone (PHT).  For this role, our team works staggered schedules between 9:00 PM – 9:00 AM Philippine Time. We aim to accommodate your preferred hours whenever possible.

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 15,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

✨ Hybrid Collaboration, Connected Culture: Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success. 

About the role

Point is seeking a proactive Account Coordinator Team Lead to serve as a Player Coach, someone who leads by example while developing others. In this role, you’ll be responsible for coaching and supporting the customer service team through structured training, consistent feedback, and targeted skill development. You’ll ensure homeowner interactions are consistently empathetic, confident, and aligned with Point’s high standards of service. This role bridges frontline execution with leadership and learning, playing a critical part in Point’s commitment to delivering an exceptional customer experience.

Your responsibilities

• Serve as a player-coach supporting the customer experience team.
• Monitor qualitative performance through biweekly reviews of calls, chats, emails, and task interactions.
• Track quantitative team trends related to SLAs, customer service scores, certification progress, and quality assurance results, and share key insights with customer experience leadership.
• Provide targeted, actionable feedback to the account coordinators through coaching sessions, reinforcing effective communication, and quickly addressing gaps.
• Collaborate with the training team to identify opportunities for improved content, workflows, or tools that support account coordinators' performance.
• Lead skill development and culture-building by modeling exceptional service behaviors and communication standards.
• Partner cross-functionally with CX, Training, and Operations teams.
• Own the day-to-day support experience by delivering real-time coaching and stepping in on high-complexity homeowner interactions.
• Deliver core onboarding and advanced skills training modules; sign off on account coordinators' certification based on performance assessments.
• Support the success of account coordinators by aligning on coaching standards and participating in training delivery for vendor teams.
• Act as an advocate for account coordinators, surfacing their wins, voicing challenges, and representing their perspective in internal forums.

About you

• 2+ years of experience in a customer-facing support or service role.
• 1+ year of experience coaching, mentoring, or training team members.
• Proven leadership and accountability in team settings, with experience driving performance and professional development.
• Excellent verbal and written communication skills, with the ability to convey information clearly and empathetically.
• Demonstrated problem-solving skills and a strong sense of empathy and confidence in customer interactions.
• Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment.
• Proficient in Google Workspace (Docs, Sheets, Slides) and CRM platforms such as Salesforce.
• Skilled at developing and executing processes to improve team efficiency and customer satisfaction.
• Experienced in coaching, performance management, and training delivery, including onboarding and peer development.
• Strong cross-functional collaboration skills, with the ability to build relationships across diverse teams.
• Committed to delivering exceptional customer service and driving continuous improvement.

Our benefits

• Competitive Pay: Market-leading salary with regular reviews and comprehensive health insurance for you and your dependents.
• Career Advancement: Benefit from structured development programs, promotions, and certifications.
• Work-Life Balance: 18 holidays, and hybrid work options in a supportive environment.
• Global Experience: Collaborate with an international team and learn from global practices.

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