Front Desk Manager

At Moxie, we empower entrepreneurs to launch, run, and grow their own aesthetics businesses with a combination of software and services. In just over three years, we have grown from an idea to a global, remote-first team of more than 140 people. Our business is in the top decile for growth, and our team is consistently described as high-trust, low-ego, and 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

• 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.