Customer Service & Operations Coordinator | Work from Office | Night Shift

Cloudstaff Philippines Inc.; Cebu City; On-site; PHP 312,000 - 402,000; Full time

Benefits offered by this job

Health and life insurance

Leave credits

Career advancement opportunities

Company PC/Laptop and fiber internet

Weekly perks: Free Coffee, Meals and V

Beer Fridays

VIP lounge and game rooms

Employee share units

Mental Wellness EAP Lifeworks

In-house psychiatrist

Dream Points program

Job summary

Cloudstaff Philippines Inc. is hiring a Customer Service & Operations Coordinator to support volunteer tutors and their families. You will handle inquiries through Zendesk and maintain data in Airtable, taking ownership of most issues end-to-end.

This role is based in the office in a night-shift schedule, requiring careful adherence to policies, strong written English communication, and the ability to stay organized under SLA time pressures.

Qualifications

• Prior customer service or support/help-desk experience, ideally in a ticket-based system (Zendesk, Freshdesk, Intercom, or similar).
• Ability to manage a queue of Zendesk tickets, balancing response speed with quality.
• Strong written English communication for corresponding with tutors and families.

Responsibilities

• Manages inbound support for volunteer tutors and the families/students they support, working primarily in Zendesk and Airtable.
• Responds to Zendesk tickets (email and text) from tutors and families with questions or issues.
• Takes the appropriate follow-up action in Airtable to keep tutor and student records accurate.
• Most issues are handled end-to-end by this individual, with a few exceptions for escalating specific issues to a leader.

Skills

Zendesk ticket management

Written English communication

Organizational skills

Customer service mindset

Tools

Zendesk

Airtable

Job description

We’re Hiring: Customer Service & Operations Coordinator

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered! Join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role?

Role:

Customer Service & Operations Coordinator

Work Arrangement:

Work from Office

Location:

Philippines - Angeles, Bacolod, Cebu, Makati, Ortigas

Schedule:

Night Shift

Job Description:

Key Responsibilities

• Manages inbound support for volunteer tutors and the families/students they support, working primarily in Zendesk and Airtable.
• Responds to Zendesk tickets (email and text) from tutors and families with questions or issues.
• Takes the appropriate follow-up action in Airtable to keep tutor and student records accurate.
• Most issues are handled end-to‑end by this individual, with a few exceptionsfor escalating specific issues to a leader. For example, when a tutorreports they can no longer continue tutoring a student, this personresponds to the tutor, reaches out to the affected family, and updatesAirtable to unmatch the tutor/student pair and adjust profile statusesaccordingly

Non-negotiable skills and requirements:

• Able to manage a queue of Zendesk tickets, balancing response speedwith quality.
• Strong grasp of and adherence to the company's policies on tutor/family communication and platform scope, so responses are accurate and consistent.
• Strong written Englishcommunication (email and text) for corresponding with tutors andfamilies.

Competencies/Personality Traits

• Clear, warm, empathetic written communicator (often dealing with tutors or families who are frustrated or need patience).
• Highlyorganized and detail-oriented, especially for accurate Airtable updates.
• Able to prioritize and stay calm under SLA time pressure.
• Comfortable following documented SOPs while using sound judgment on edgecases.
• Tech-comfortable and quick to pick up new tools.
• Reliable andself-directed in a remote/async environment.

Prior Experience

• Prior customer service or support/help-desk experience, ideally in a ticket-based system (Zendesk, Freshdesk, Intercom, or similar).

Perks & Benefits (Work From Office/Hybrid):

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Up to 24 leave credits per year
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.