<div class="content-intro"><p>We're the world's leading consumer healthcare platform, supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada.</p> <p>We're driven by the belief that good health should last a lifetime, and that to get there we need to deliver the personalised, high quality and empathetic care that the traditional system cannot support.</p> <p>You'll partner with our care teams of prescribers, nurses, health coaches, pharmacists and dietitians to support patients across preventative health, weight management and specific women's and men's health conditions.</p> <p>We joined Hims & Hers so that you can do all of the above on a bigger scale, with more ambition, a stronger global brand and the resources to deliver care to patients in dozens of countries.</p> <p>We're looking for people who appreciate and are excited by the enormity and uniqueness of this challenge, and want to work in the most ambitious, smart, fast moving and positive sum environment of their lives to transform how healthcare is delivered globally.</p> <p>We hope that's you.</p></div><h3><strong>About the role (What you’ll be doing)</strong></h3> <p>The Team Lead is the operational and human heart of the Manila support teams. This role exists to ensure that every agent under their care has the guidance, structure, and support needed to deliver outstanding patient interactions — consistently, safely, and at pace. The Team Lead is equally a people manager, a performance driver, a cultural anchor, and an operational problem solver. They are the first person their team turns to when things get complex, and the person leadership turns to when they need visibility on what is happening on the ground. This role requires someone who leads with empathy and holds with accountability — in equal measure.</p> <h3>Key Responsibilities</h3> <h4>1. Team Management & Daily Operations</h4> <ul> <li>Run daily stand-ups to align the team on ticket handling strategy, priorities, blockers, and important updates — ensuring every agent starts the day informed and focused</li> <li>Monitor all queues, assign tickets to agents, and manage workload balance across the team — including backlog management and cross-team absorption where needed</li> <li>Act as the first point of support for all agents — approachable, responsive, and genuinely invested in helping the team succeed</li> <li>Collaborate actively with other Team Leads to discuss blockers, trends, and insights, and to support each other in delivering consistently strong team lead performance</li> </ul> <h4>2. Performance Management & Agent Development</h4> <ul> <li>Conduct weekly 1:1 performance reviews with each agent, providing structured feedback, coaching, and a genuine listening ear</li> <li>Prepare for each 1:1 proactively, including discussion with the QA analyst to ensure feedback is grounded in both quantitative and qualitative insight</li> <li>Hold agents accountable to defined KPIs with fairness, clarity, and consistency</li> <li>Identify underperformance early, design and execute relevant performance improvement plans, and escalate material performance issues to the Service Delivery Lead with clear documentation and recommendations</li> <li>Foster an environment of psychological and emotional safety where agents feel confident to raise concerns, ask questions, and grow</li> </ul> <h4>3. Reporting & Data Analysis</h4> <ul> <li>Own, lead, and perform data analysis and reporting at agent, team, and function level</li> <li>Track and report on all key metrics as defined with the Service Delivery Lead, providing both quantitative figures and qualitative context</li> <li>Prepare weekly, monthly, and cycle reports — each including a clear status against targets and SLAs, and a concrete action plan to address any shortfalls</li> <li>Proactively extract and share insights from CSAT data, identifying patterns and root causes rather than just reporting numbers</li> <li>Provide each agent with a weekly individual performance report covering both quantitative results and qualitative feedback including CSAT reasons</li> <li>Identify and report cross-functional trends and insights to relevant stakeholders</li> </ul> <h4>4. Recurrent Meetings & Stakeholder Engagement</h4> <ul> <li>Attend, prepare for, and actively contribute to all recurring meetings including Patient Ops Weekly Priorities, PX/MS Weekly Process Updates, and 1:1s with the Service Delivery Lead</li> <li>Come to every meeting with a point of view — prepared, engaged, and ready to contribute meaningfully</li> </ul> <h4>5. Escalation Management</h4> <ul> <li>Act as the escalation point for complex or sensitive patient situations before they are handed off to the escalation team or Senior Associate</li> <li>Assess escalations quickly and accurately, resolving independently where within scope and escalating further when required</li> <li>Communicate escalation situations proactively and efficiently to relevant stakeholders, supported by clear and concise data</li> </ul> <h4>6. Ad-Hoc & Operational Tasks</h4> <ul> <li>Manage ad-hoc tasks as they arise including hiring support, PIP management, and specific issue follow-up</li> <li>Approach unplanned work with flexibility and ownership — ad-hoc does not mean unstructured, and every task is handled with the same rigor as planned work</li> </ul> <h4>7. Culture & Team Engagem