Customer Success & Operations Coordinator (Night Shift)

MicroSourcing; Cagayan de Oro; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage from day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth

Job summary

MicroSourcing invites you to join a Customer Service & Operations Coordinator team onsite at SM Downtown, Cagayan De Oro City. You will manage support for volunteer tutors and families using Zendesk and Airtable, handling tickets, updating records, and ensuring timely responses.

You will work in a night-shift environment, delivering empathetic, accurate support while following SOPs. Competitive rewards, healthcare from day one, and growth opportunities accompany this role.

Qualifications

• Previous experience in customer service, support or help-desk operations.
• Experience managing a ticket-based support queue with balanced response time and quality.
• Strong written English communication for email and text support.
• Strong organizational skills with attention to details when updating records.
• Ability to follow documented policies and SOPs with sound judgment.
• Ability to prioritize tasks under SLA or time-sensitive requirements.
• Strong problem-solving skills from inquiry to resolution.
• Comfortable learning new technology and software platforms.
• Reliable, self-directed, and capable of remote/async work.

Responsibilities

• Manage inbound support for volunteer tutors and families using Zendesk and Airtable.
• Respond to Zendesk tickets and inquiries from tutors and families regarding questions and issues.
• Review and manage queue of support tickets balancing response speed, quality and SLA.
• Update Airtable records to keep tutor and student data accurate and current.
• Resolve most issues end-to-end using established procedures.
• Follow documented policies and SOPs for tutor/family communications.
• Escalate complex issues to the appropriate leader when needed.
• Coordinate tutor and family communications when tutoring arrangements change.
• Maintain accurate documentation of support actions and records.

Skills

Customer service

Ticket management

Written English

Organizational skills

SOP compliance

Remote work

Problem solving

Tech-savvy

Tools

Zendesk

Airtable

Freshdesk

Intercom

Job description

MicroSourcing invites you to join a Customer Service & Operations Coordinator team onsite at SM Downtown, Cagayan De Oro City. You will manage support for volunteer tutors and families using Zendesk and Airtable, handling tickets, updating records, and ensuring timely responses.

You will work in a night-shift environment, delivering empathetic, accurate support while following SOPs. Competitive rewards, healthcare from day one, and growth opportunities accompany this role.