Front Desk Manager

Summary

Join Moxie, a rapidly growing global company, as a Front Desk Manager to co-manage a virtual team supporting MedSpa clients in the U.S. Based remotely in the Philippines, you will lead a team of 5-13 representatives, focusing on team performance, key KPIs (CSAT, churn, SLA, conversion), and client relationships. Responsibilities include team management, client management, operational excellence, and strategic growth. This role requires significant experience managing virtual teams, serving U.S. clients, and working with KPIs. You will collaborate with the other Front Desk Manager and contribute to scaling the service. This is an opportunity to build a better version of a BPO service within a high-growth, remote-first company.

Requirements

• 3–5+ years of experience directly managing a team, including hiring, onboarding, coaching, and performance management
• 10+ years in customer-facing roles, ideally supporting U.S. clients in the technology, healthcare, wellness, or SMB sectors
• Demonstrated experience working within or alongside a virtual BPO or tech-enabled service operation
• Proven ability to manage by KPIs such as CSAT, churn, SLA adherence, ticket volume, and conversion rates
• Strong understanding of operational processes and service delivery, with experience developing and improving SOPs
• Proficient in relevant tools, including Hubspot, Go High Level, OpenPhone, GSuite, and Slack
• Excellent written and verbal communication skills in English
• Availability to work full-time within the EST or CST timezone
• Bachelor’s Degree in Business, Communications, or a related field

Responsibilities

• Lead a team of 5-13 Front Desk Representatives
• Coach and support your team to hit performance and communication goals
• Oversee hiring, onboarding, training, and performance reviews
• Drive team cohesion and morale through clear expectations, regular 1:1s, and feedback loops
• Act as the primary point of contact for client escalations and feedback
• Partner with the other Front Desk Manager to allocate client accounts and ensure strong rep-client fit
• Monitor and manage key KPIs: CSAT, client churn, Service Level Agreement adherence, and conversion rate
• Manage by metrics: implement systems and reporting to measure rep performance and client satisfaction
• Help transition the team from an “account capacity” model to a “ticket capacity” model
• Improve and maintain SOPs for both of our core service offerings
• Collaborate cross-functionally (e.g., Product, Client Success) to scale and improve operations
• Work closely with your counterpart Front Desk Manager and with Shannon to shape the future of the service
• Identify areas to expand or refine our service model as we continue to grow
• Recommend improvements to tooling, process, or team structure to support scale