Night-Shift Customer Success & Operations Coordinator

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

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.