Operations & Customer Support Officer | AU Client

Staff X - Offshore Staffing; Philippines; On-site; PHP 2,614,000 - 3,486,000; Full time

Benefits offered by this job

Company-provided laptop or desktop

Free training and professional dev

Regular social events

Employee wellness program

Exposure to clients in Australia/US/UK

Job summary

Staff X is seeking an Operations and Customer Support Officer to own the front line of a property and compliance services business. You will start with inbound calls and reception coverage, then grow into smoke alarm triage with client scripts.

Working from home, you will align across operations, sales, and accounts, using GoHighLevel, HubSpot, and Salesforce, while maintaining service quality for Australian clients on EST business hours.

Qualifications

• Experience with CRM platforms and a track record in customer-facing support roles.
• Ability to stay calm and de-escalate difficult calls while delivering helpful service.
• Proficient with Microsoft Outlook and Teams; comfortable coordinating via WhatsApp.

Responsibilities

• Handle inbound phone overflow from property managers, real estate agencies, landlords, tenants, and homeowners with professionalism.
• Provide reception coverage when the onshore receptionist is unavailable.
• Navigate GoHighLevel, HubSpot, Salesforce, Outlook, and SharePoint within 30 days.
• Assist with data reporting and filing; pass information to operations or sales teams.
• Move into smoke alarm triage from day 60 with client scripts and escalation to Technical Support Officer when needed.
• Coordinate with operations, technical support, and sales/accounts teams to maintain flow of information.
• Manage work orders and update job statuses; keep stakeholders informed.

Skills

CRM platforms

Customer support

De-escalation

Outlook/Teams

Multi-system navigation

Tools

GoHighLevel

HubSpot

Salesforce

Microsoft Outlook

WhatsApp

Job description

This is not a generic support role. It is a structured, evolving position where you will own the front line of customer and operations flow for a property and compliance services business — and be trained into specialist territory from day 60 onward.

THE ROLE

As an Operations and Customer Support Officer, you will serve as the operational backbone of a fast-moving customer experience function. You will handle inbound call overflow, provide reception coverage, coordinate across departments, and progressively take on structured smoke alarm triage responsibilities as your confidence and system knowledge grow. This role is designed for someone who thrives on variety, handles pressure without rattling, and takes genuine pride in keeping operations moving cleanly.

WHAT YOU WILL DO

• Handle inbound phone overflow from property managers, real estate agencies, landlords, tenants, and homeowners, maintaining a professional and composed manner across every interaction.
• Provide reception coverage when the onshore receptionist is unavailable, acting as the first point of contact and ensuring every enquiry is handled or routed correctly.
• Navigate GHL, Servicemate, Rent Safe, SharePoint, and Outlook from day one, with full working proficiency expected within the first 30 days.
• Assist with data reporting and filing, identifying critical information from reports and passing it promptly to the relevant operations or sales team members.
• From approximately day 60 onward, manage Tier 1 and Tier 2 smoke alarm triage calls using client-provided scripts and training, escalating to the Technical Support Officer when both tiers are exhausted.
• Coordinate across the operations assistant, technical support officer, and sales and accounts teams, keeping information flowing accurately between departments throughout the day.
• Manage work orders and job-related administrative tasks, including updating job statuses and keeping all relevant stakeholders informed of progress or outstanding issues.

WHAT YOU BRING

• Prior experience with at least one CRM platform such as GoHighLevel, HubSpot, or Salesforce, combined with the ability to navigate multiple systems simultaneously and learn new platforms quickly.
• Demonstrated experience in a customer-facing support or operations administration role, with a proven ability to handle high volumes of inbound calls professionally and calmly.
• Confidence handling difficult or frustrated callers — you can de-escalate without taking it personally and maintain a composed, helpful tone throughout.
• Competency in Microsoft Outlook and Microsoft Teams as primary communication tools, with comfort using WhatsApp for internal team coordination.
• Strong initiative and independent thinking within defined boundaries, with sound judgement about when to act and when to escal.

WORK ARRANGEMENT

This is a full work-from-home role. You will work from your own home office, Monday to Friday on Australian Eastern Standard Time — 8:00am to 4:37pm Monday to Thursday and 8:00am to 4:00pm on Fridays. A quiet, dedicated workspace and a reliable internet connection are non-negotiable requirements for this position.

WHY STAFF X

Staff X is a certified Great Place to Work employer in the Philippines for multiple consecutive years. Benefits include:

• Company-provided laptop or desktop computer
• Free training and professional development policy
• Regular social events and team activities
• Employee wellness program
• Exposure to clients in Australia, the US, and the UK

Staff X offers long-term, stable employment with genuine career growth.

COMPENSATION

Competitive salary commensurate with experience, plus the full Staff X benefits package.

COMMITMENT

This is a full-time, dedicated role. The client and Staff X invest heavily in onboarding, training, and integrating this person into a long-term team. We are looking for someone who is ready to commit fully, not someone exploring a side arrangement, managing multiple clients, or running parallel freelance work. If you are currently freelancing and not ready to step into a single dedicated role, this is not the right opportunity for you. If you have a full-time job and are looking for a second income, please do not apply. The right person for this role genuinely wants a stable, long-term career with a single employer who invests in their growth. This is a permanent position.

We hire people we intend to keep for years, not months.