Job description
At Moxie, we empower entrepreneurs to launch, run, and grow their own aesthetics businesses with a combination of software and services. In less than 2 years, we have grown from an idea to a global team of over 100, with a business that is in the top-decile in terms of growth, and a remote-first team that has been self-described as high-trust, low ego, high output.
“This role is remote and based in the Philippines, with working hours aligned to US EST or CST.”
We’re hiring an experienced people leader to co-manage our Virtual Front Desk team, which supports 60+ MedSpa clients across the U.S. You’ll oversee 5–13 representatives, with responsibility for team performance, key KPIs (CSAT, churn, SLA, conversion), and client relationships. You’ll help onboard and coach team members, manage day-to-day operations, and contribute to scaling the service.
You’ll work alongside our current manager, each leading your own group and sharing ownership of team success and service growth. This role reports to Shannon on the Practice Success Team. The Virtual Front Desk is one of the most impactful ways Moxie helps independent MedSpas grow — and we’re looking for someone ready to take it even further.
We’re looking for a mid-career professional with real experience building or running a virtual service operation from the Philippines, serving US customers.
This is an opportunity to operate and build a better version of a BPO service: we care about our people and their growth because we think it will deliver the best performance and impact for our customers.
What You’ll Do: You’ll be responsible for the health, performance, and growth of your pod within our Virtual Front Desk service. Day to day, that means:
Team Management
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
Client Management & KPI Ownership
- 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
Operational Excellence
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
Strategic Growth & Collaboration
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
Bachelor’s Degree in Business, Communications, or a related field
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
Key Skills & Competencies
People Management: Proven experience leading, motivating, and developing high-performing remote teams in a fast-paced, results-driven environment
Client Relationship Management: Skilled in managing client communications, resolving escalations, gathering feedback, and building long-term trust with U.S.-based clients
Operational Execution: Demonstrated ability to implement and refine SOPs, monitor team performance, and drive consistent service quality
Strategic Thinking: Track record of identifying service improvement opportunities and collaborating across teams to scale systems and processes
Cultural Awareness: Comfortable working within a fast-paced U.S. startup environment, and adapting to different communication and management styles
At Moxie, we believe in creating a workplace where everyone feels valued and included. We encourage people of all backgrounds, experiences, and perspectives to apply to our jobs. If you require any accommodations to fully participate in the interview process, please let us know—we’re happy to assist.
