Client Experience Angel

Job Description Looking to take your career to the next level? Then this role is for you! 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! Profile Requirements: 3–5 years in a client-facing digital marketing or account management role, agency-side preferred •​ Demonstrated ability to own client relationships across a high-volume portfolio with minimal ramp time •​ Working knowledge of digital marketing channels: Paid Search, Paid Social, SEO, Organic Social, Display, Geofencing, Reputation Management, and/or Email •​ Strong analytical skills — comfortable interpreting campaign performance data and translating it into client-ready recommendations •​ Excellent written and verbal communication skills in English; <5-hour response time is a real expectation •​ Highly organized and capable of managing multiple accounts or priorities simultaneously •​ Experience in maintaining or creating SOPs, process documentation, or training materials •​ Adaptable and comfortable working across different teams, tools, and contexts •​ Multifamily or real estate digital marketing background is a plus, but not required Core responsibilities: Coverage (Primary Function) •​ Provide temporary coverage for Client Services Account Managers and Senior Account Managers during parental leave, account transitions, medical leave, attrition, or other planned or unplanned absences. •​ Step in as the acting Account Manager — own client relationships, attend account and team meetings, run client reporting calls and maintain all AM-level communication standards for the duration of activation (<5 hour email response time) •​ Manage all aspects of assigned accounts during coverage: campaign performance, reporting, client communication, and cross-functional coordination across Paid Media and Organic Media departments •​ Preserve client relationships and communication consistency throughout the transition — clients should experience continuity, not disruption. •​ Maintain performance stability and account hygiene across all assigned accounts during activation. •​ Monitor client KPIs and proactively flag risks within 48 hours of identification, escalating blockers that require senior attention. Training (Secondary Function) •​ Train incoming Account Managers and Senior Account Managers on the core responsibilities of Client Services roles, including day-to-day execution standards, reporting and QA fundamentals, client communication basics, task management and documentation expectations, and escalation pathways. •​ Serve as a grounding resource for new team members navigating their first months in the role. •​ Partner with Operations, the Client Experience Support Trainer, and Client Services leaders to ensure training reflects current standards and expectations. Documentation Ownership (Third Function) •​ Own and maintain training materials and SOPs for Client Services L2 and L3 roles. •​ Update and improve documentation regularly. •​ Standardize handoff expectations during coverage periods and ensure documentation keeps pace with how work actually gets done. •​ Work closely with the Client Experience Support Trainer to ensure documentation is aligned. Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities. Please attach your CV and we will be in touch for a confidential chat. Let's do great things together! This is a remote position.