Night-Shift CSR: Empathetic Ticket Support for Tutors

MicroSourcing; Cagayan de Oro; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Healthcare from day one

Paid time off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Customer Service Representative in Cagayan De Oro City for onsite night shift. You will handle inbound support for volunteer tutors and families, primarily using Zendesk and Airtable, ensuring timely, accurate responses and adherence to SLAs.

The role emphasizes independent work in a remote/async environment, with a focus on empathy, professionalism, and meticulous record keeping. Experience with ticketing tools and education/nonprofit contexts is a plus.

Qualifications

• Experience in customer service, customer support or help-desk operations.
• Experience managing a ticket-based support queue while balancing response time and quality.
• Strong written English communication skills for email and text-based support.
• Strong organizational and attention-to-detail skills when updating customer records.
• Ability to follow documented policies, procedures and SOPs.
• Ability to prioritize tasks and remain professional under SLA requirements.
• Strong problem-solving skills from inquiry to resolution.
• Comfortable learning and working with 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 via email and text inquiries.
• Review and manage a queue of support tickets ensuring SLA-compliant responses.
• Update Airtable records to keep tutor and student data accurate.
• Resolve most issues end-to-end using established procedures.
• Escalate complex issues to the appropriate leader when needed.
• Coordinate tutor and family communication when tutoring arrangements change.
• Maintain documentation and records of all support actions.
• Provide patient, empathetic, and professional service to users.

Skills

Customer service

Ticketing systems

Written English

Attention to detail

SLA adherence

Problem solving

Remote work

Tools

Zendesk

Airtable

Freshdesk

Intercom

Job description

MicroSourcing is seeking a Customer Service Representative in Cagayan De Oro City for onsite night shift. You will handle inbound support for volunteer tutors and families, primarily using Zendesk and Airtable, ensuring timely, accurate responses and adherence to SLAs.

The role emphasizes independent work in a remote/async environment, with a focus on empathy, professionalism, and meticulous record keeping. Experience with ticketing tools and education/nonprofit contexts is a plus.