Customer Service & Operations Coordinator — Night Shift

MicroSourcing; Cagayan de Oro; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Performance bonuses

Group life insurance

Job summary

MicroSourcing is hiring a Customer Service & Operations Coordinator in Cagayan de Oro for onsite night shift support. You’ll manage tutor/family inquiries using Zendesk and Airtable, ensuring timely, accurate responses and up-to-date records.

You will handle tickets, balance speed and quality, follow SOPs, and escalate when needed to maintain high service standards in a remote/async environment.

Qualifications

• Experience in customer service, support or help-desk operations.
• Ability to manage a ticket-based support queue while balancing response time and quality.
• Strong written English for email and text support.
• Solid organizational and data-record updating abilities.
• Ability to follow documented policies, SOPs and exercise good judgment.
• Ability to prioritize tasks and stay professional under SLA constraints.
• Strong problem-solving to resolve issues from inquiry to resolution.
• Comfort with learning new software platforms and remote work.

Responsibilities

• Handle inbound support for tutors and families, mainly via Zendesk and Airtable.
• Respond to Zendesk tickets and texts with accurate, timely replies.
• Review a queue of tickets balancing speed, quality and SLA.
• Update Airtable to keep tutor/student records current and accurate.
• Resolve most issues end-to-end following documented procedures.
• Escalate complex issues to the appropriate leader when needed.
• Coordinate tutor and family communications for tutoring changes.
• Maintain thorough documentation of all support actions.

Skills

Customer service experience

Ticket queue management

Written English proficiency

Organizational accuracy

Policy & SOP adherence

Time management under SLA

Problem solving

Remote/async work capability

Tools

Zendesk

Airtable

Freshdesk

Intercom

Job description

MicroSourcing is hiring a Customer Service & Operations Coordinator in Cagayan de Oro for onsite night shift support. You’ll manage tutor/family inquiries using Zendesk and Airtable, ensuring timely, accurate responses and up-to-date records.

You will handle tickets, balance speed and quality, follow SOPs, and escalate when needed to maintain high service standards in a remote/async environment.