Night-Shift Customer Support Specialist (Zendesk + Airtable)

MicroSourcing; Cagayan de Oro; On-site; PHP 240,000 - 420,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Group life insurance

Performance bonuses

Paid time off with cash conversion

Job summary

MicroSourcing is seeking a Customer Support Specialist for an onsite night-shift role at SM Downtown, Cagayan De Oro City. You will manage tutor/family inquiries using Zendesk and Airtable, respond to tickets, and maintain records with a focus on accuracy and timely resolutions.

The role emphasizes strong written English, adherence to SOPs, and the ability to work independently in a remote/async environment while on-site.

Qualifications

• Strong written English communication skills for email and text-based support.
• Excellent organizational and attention-to-detail skills when updating customer records.
• Ability to follow documented policies, SOPs and exercise sound judgment.
• Able to prioritize tasks and stay calm under SLA/time pressure.
• Comfortable learning new technology and working in a remote/async environment.

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 while balancing response speed and SLA.
• Update Airtable to keep tutor and student records accurate.
• Resolve most issues end-to-end using established procedures.
• Escalate complex issues to the leader when required.
• Coordinate tutor and family communications during tutoring changes.
• Maintain accurate documentation of all support actions.
• Work independently in a remote/async environment with reliable service.

Skills

Written English

Organizational skills

Policy following

Problem solving

Remote work readiness

Tools

Zendesk

Freshdesk

Intercom

Airtable

Job description

MicroSourcing is seeking a Customer Support Specialist for an onsite night-shift role at SM Downtown, Cagayan De Oro City. You will manage tutor/family inquiries using Zendesk and Airtable, respond to tickets, and maintain records with a focus on accuracy and timely resolutions.

The role emphasizes strong written English, adherence to SOPs, and the ability to work independently in a remote/async environment while on-site.