Night Shift Customer Service Pro — Zendesk & Airtable

MicroSourcing; Cagayan de Oro; On-site; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Healthcare day one

Group life insurance

Paid time off

Performance bonuses

Company events

Flexible work arrangements

Job summary

MicroSourcing in Cagayan De Oro City is seeking a Customer Service Representative to manage inbound support for volunteer tutors and their families, primarily using Zendesk and Airtable. This onsite night-shift role involves handling email and text inquiries, maintaining accurate tutor and student records, and ensuring timely responses.

You will follow SOPs, escalate complex issues, and work independently in a remote/async environment while delivering patient, empathetic support.

Qualifications

• Previous experience in customer service 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 records.
• Ability to follow documented policies, SOPs and procedures with sound judgment.
• Ability to prioritize tasks under SLA or time-sensitive requirements.
• Strong problem-solving skills to manage customer issues from inquiry to resolution.
• Comfortable learning and working with new technology and software platforms.
• Reliable, self-directed and capable of working remotely/async.

Responsibilities

• Manage inbound support for volunteer tutors and families using Zendesk and Airtable.
• Respond to Zendesk tickets, including email and text inquiries, from tutors and families.
• Review and manage a queue of support tickets while balancing response speed, quality and SLA requirements.
• Update Airtable to keep tutor and student records accurate.
• Resolve most support issues end-to-end using established procedures.
• Follow documented policies and SOPs when handling communications and platform concerns.
• Escalate specific or complex issues to the appropriate leader when required.
• Coordinate tutor and family communication when tutoring arrangements change.
• Update Airtable records reflecting changes to tutor/student pairings and statuses.
• Maintain accurate documentation and records of every support action.
• Apply patience, empathy and professionalism when assisting tutors or families.
• Work independently in a remote and asynchronous environment with timely responses.

Skills

Customer service experience

Ticket-based support

Written English

Attention to detail

SOP adherence

Time management

Remote/async work

Tools

Zendesk

Airtable

Freshdesk

Intercom

Job description

MicroSourcing in Cagayan De Oro City is seeking a Customer Service Representative to manage inbound support for volunteer tutors and their families, primarily using Zendesk and Airtable. This onsite night-shift role involves handling email and text inquiries, maintaining accurate tutor and student records, and ensuring timely responses.

You will follow SOPs, escalate complex issues, and work independently in a remote/async environment while delivering patient, empathetic support.