Customer Service & Ops Coordinator — Night Shift (Onsite)

Manatal; Cagayan de Oro; On-site; PHP 335,000 - 469,000; Full time

Benefits offered by this job

Healthcare from day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is seeking a Customer Service & Operations Coordinator to manage inbound support for volunteer tutors and families, primarily using Zendesk and Airtable. The role requires handling email and text inquiries, maintaining ticket quality, and coordinating tutor-family communications in a remote, asynchronous environment.

You will work onsite in Cagayan de Oro City during night shift, ensuring accurate records and timely responses while following SOPs and policies to deliver reliable

Qualifications

• Experience in customer service or help-desk operations.
• Experience managing a ticket-based support queue.
• Strong written English communication for email and text-based support.
• Ability to follow documented policies and SOPs with sound judgment.

Responsibilities

• Manage inbound support for volunteer tutors and families using Zendesk and Airtable.
• Respond to Zendesk tickets including email and text inquiries.
• Review and manage a queue of support tickets balancing speed, quality, and SLA.
• Update Airtable records to reflect tutor/student changes and statuses.
• Resolve issues end-to-end following established procedures.
• Escalate complex issues to leadership when required.
• Maintain accurate documentation of all support actions.

Skills

Customer service

Ticketing/Support

Written English

Organizational skills

Remote/async work

Tools

Zendesk

Airtable

Job description

MicroSourcing is seeking a Customer Service & Operations Coordinator to manage inbound support for volunteer tutors and families, primarily using Zendesk and Airtable. The role requires handling email and text inquiries, maintaining ticket quality, and coordinating tutor-family communications in a remote, asynchronous environment.

You will work onsite in Cagayan de Oro City during night shift, ensuring accurate records and timely responses while following SOPs and policies to deliver reliable