Who we are.

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Yoast, Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.

In this role, you will lead by example, inspire, motivate and manage staff, strictly adhering to the companies’ guidelines and expectations and help disseminate information to the team and keep them updated with any new products launched or new processes as means to ensure correct update are given to the customer at all times. 

What you’ll do & how you’ll make your mark.  

Closely monitors the team in relation to service standards, productivity and report on metrics.

Takes supervisory/complaints, queries or calls, provided that agents already tried to take call ownership and exhaust all resources.

Conducts regular weekly team meetings and one on one coaching, incorporating feedback, training and motivational techniques, and tailor-made advice.

Provides accurate and detailed monthly and weekly performance reports.

Analyzes the day-to-day operation, volume of chats and emails in queue and implements action plans on a daily basis to ensure key performance indicators and associated service levels are achieved.

Who you are & what you’ll need to succeed.

Must be a regular employee without any HR, QA, or WF related violations for the past 6 months.

Must have good attendance and performance records for the past 6 months.

You have completed at least 2 years in College of any course.

You have at least 6 months experience as Assistant Team Leader, SME or equivalent or 1 year supervisory background. 

You have strong reasoning, problem-solving, and analytical skills.

You have strong management and leadership skills.

You must be able to take ownership on management decisions, customer-related cases and team performance.

Preferable a technical background in Hosting projects and/or SEO experience.

Affinity with Wordpress would be nice to have.

Why you’ll love us.

Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.

We celebrate one another’s differences.  We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees.  We have 20 + affinity groups where you can network and connect with Newfolders globally.

We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 175k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!

Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.