Customer Experience & Operations Coordinator

Sourcefit; Quezon City; Remote; PHP 1,508,000 - 2,261,000; Full time

Benefits offered by this job

Work from home

US EST shift

Job summary

Sourcefit is seeking a proactive Customer Experience & Operations Coordinator to support a US-based indoor badminton and pickleball club. This remote role combines customer support, reservations and membership assistance, proactive customer engagement, and coordination of day-to-day facility operations.

You will help customers enjoy a smooth experience, encourage bookings for available court slots, maintain accurate records, and work with on-site teams to keep facilities running efficiently.

Qualifications

• At least 1 year in customer service, hospitality, admin coordination, reservations, or related role.
• Excellent spoken and written English with professional phone manner.
• Strong organizational skills and ability to multitask with follow-ups.
• Confident in proactive outreach to encourage participation and bookings (not required to sell).
• Familiarity with spreadsheets and multiple booking/tools platforms.
• Self-directed with good judgment on escalation when needed.
• Available to work US Eastern Time, including weekends.

Responsibilities

• Respond to customer inquiries via phone, email, WhatsApp, WeChat, Instagram and other channels.
• Assist with bookings, cancellations, rescheduling, memberships, pricing and billing questions.
• Update reservations in Podplay; assist with remote smart-lock access and related issues.
• Document interactions and process refunds or credits per guidelines.

Skills

Customer service

Administrative coordination

Organizational skills

Professional English

Proactive outreach

Tools

Podplay

Respond.io

WhatsApp Business

Job description

Position Summary

We are looking for a proactive, highly organized Customer Experience & Operations Coordinator to support a US-based indoor badminton and pickleball club. This remote role combines customer support, reservations and membership assistance, proactive customer engagement, and coordination of day-to-day facility operations. You will help customers enjoy a smooth experience, encourage bookings for available court slots, maintain accurate records, and work with on-site teams to keep facilities running efficiently. This is a customer-facing coordination role, not a traditional high-pressure sales position.

Job Details

Work Setup: Work from home

Shift/Schedule: Wednesday to Sunday | 10 AM to 7 PM EST

Holidays: US holidays.

Responsibilities

Customer Experience & Reservations

• Respond promptly and professionally to customer inquiries by phone, email, WhatsApp, WeChat, Instagram, and other supported channels, using the customer communication platform (including Respond.io) as applicable.
• Assist with court bookings, cancellations, rescheduling, memberships, pricing, facility rules, billing questions, and other routine customer requests.
• Update reservations and booking information in Podplay; assist with remote smart-lock access and escrow technical or facility issues when needed.
• Document customer interactions, requests, and resolutions accurately. Process routine refunds, account credits, or fee adjustments only within approved guidelines and authorization limits.

Customer Engagement & Court Occupancy

• Monitor court availability and upcoming booking schedules to identify open time slots and opportunities to encourage customer participation.
• Proactively reach out to customers and interested leads through approved channels to promote available courts, open-play sessions, recurring games, and club activities.
• Create or coordinate customer polls and open-play invitations, help fill available slots, and follow up on abandoned bookings or inactive members.
• Capture and maintain customer contact details, preferences, conversation notes, and follow-up actions in the relevant tracking system.
• Recognize appropriate opportunities to share information about memberships, coaching, leagues, and other services without engaging in complex sales negotiations or hard-closing activities.

Administrative & Remote Facility Operations

• Maintain booking calendars and coordinate the schedules of existing partner or sponsor programs, including blocking and moving court reservations when required.
• Track consumable supplies and sports equipment, including rackets, shuttlecocks, and nets, based on reports from on-site personnel. Flag shortages and coordinate replenishment as directed.
• Coordinate cleaning schedules and follow up with on-site staff or service providers to confirm that required work has been completed.
• Maintain accurate Excel trackers and internal operating tools, keeping operational records and action items up to date.
• Report maintenance, safety, inventory, or customer service concerns to the appropriate contact and recommend practical ways to improve day-to-day coordination.

Qualifications

Required

• At least one year of relevant experience in customer service, hospitality, administrative coordination, reservations, sales support, or a similar customer-facing role.
• Excellent spoken and written English, with a professional phone manner and strong customer service skills.
• Strong organizational skills, attention to detail, and the ability to manage multiple conversations, tasks, and follow-ups at the same time.
• Confidence in reaching out to customers proactively through messaging or calls to encourage participation and bookings; formal sales experience is not required.
• Comfort using spreadsheets and learning multiple communication, booking, customer management, and administrative tools.
• A reliable, self-directed approach to work, with sound judgment about when to resolve an issue and when to elevate it.
• Availability to work a US Eastern Time shift, including weekends, and access to a quiet, conducive work-from-home environment.

Preferred

• Experience with booking or reservation platforms, CRMs, customer support platforms, or tools such as Podplay, Respond.io, and WhatsApp Business.
• Background in sports, fitness, recreation, hospitality, clubs, or other membership-based businesses.
• Experience with outbound customer engagement, community outreach, events, leagues, coaching programs, or scheduling.
• Interest in badminton, pickleball, or other racquet sports.