Document Management & Client Services Team Lead (Remote – Philippines)

We are seeking a detail-oriented and results-driven Document Management & Client Services Team Lead to assemble and manage a remote team of specialists responsible for reviewing, organizing, and classifying incoming customer documents. This role will oversee day-to-day operations, ensure accuracy and compliance with documentation standards, and directly manage client relationships to ensure service excellence. As we grow this role will be responsible for taking on additional scopes of work to support internal functions and other clients. 

The ideal candidate brings at least 3 years of leadership experience in document-heavy operations or administrative support, with proven ability to manage client relationships, guide a remote team, and uphold strict confidentiality standards.

Key Responsibilities

• Manage and lead the document classification team, ensuring consistent performance and service delivery
• Oversee classification workflows and documentation standards, identifying and resolving inefficiencies
• Develop team capacity plans, assign tasks, and monitor productivity
• Maintain high standards of document accuracy, security, and organization
• Act as the main point of contact for clients, handling escalations, providing updates, and managing service expectations
• Foster strong client relationships and ensure delivery aligns with client goals and agreed service levels
• Provide coaching, training, and performance reviews for team members
• Analyze and report on team metrics, workflow issues, and client feedback
• Collaborate with internal stakeholders to refine documentation processes and service improvements
• Ensure all sensitive and confidential information is handled in accordance with company policies and client requirements
• Motivate the team

Must-Have Qualifications

• Minimum of 3 years of experience in a team leadership or management role with a focus on document handling, data entry, or administrative operations
• Proven experience managing client relationships, including communication, issue resolution, and account coordination
• Background in supervising remote teams and maintaining performance standards across distributed workforces
• Strong organizational and problem-solving skills, with an eye for detail and accuracy
• Excellent written and verbal English communication skills
• Demonstrated experience handling sensitive or confidential information responsibly

Nice-to-Have Skills

• Familiarity with tax, legal, or financial documentation
• Previous experience in BPO, client delivery, or operational management roles
• Exposure to compliance, quality control, or document retention processes
• Ability to design workflows, monitor KPIs, and implement team-level improvements

Position Summary:

We are looking for a highly organized, quality-focused, and Salesforce-proficient individual to step into the newly created role of Document Management & Classification Service Lead. This fully remote, Philippines-based position will play an integral part in supporting our US accounting clients by building and overseeing robust document management and classification systems within Salesforce. As a service lead, you are passionate about workflow optimization, compliance, and ensuring accurate tax documentation handling in a digital-first environment. Your strong English language abilities—both written and verbal—enable you to drive clarity, document best practices, and foster seamless collaboration with US and global stakeholders.