Operations Specialist

Tarro; Manila; On-site; PHP 334,800 - 502,200; Full time

Job summary

Tarro is looking for an Operations Specialist in Manila to enhance customer experience and client operations. This role requires handling customer calls while identifying patterns in client frustration and escalating them appropriately. Applicants should be professional in English, detail-oriented, and possess strong active listening skills. Experience in client-facing support roles, particularly in hospitality or startups, is a plus. Join Tarro in empowering small businesses and fostering a diverse workforce.

Qualifications

• You must be able to build rapport with US-based restaurant owners over the phone.
• Strong active listening skills to grasp unspoken nuances.
• Must operate with a strong sense of ownership over client and customer experiences.

Responsibilities

• Handle inbound customer calls maintaining professionalism expected of senior agents.
• Assess client signals in real time for escalation.
• Review customer experience data to identify patterns.

Skills

Professional fluency in English

Active listening and comprehension

Detail-oriented and organized

High-agency

Job description

What We’re Looking For

Tarro is looking for an Operations Specialist to join our growing support organization. This is a new role built to solve a specific problem: the gap between what happens on a customer call and what the client actually needs to know about it.

As an Operations Specialist, you will take calls as your primary function – but your real value is in what you observe, surface, and escalates.

You sit at the intersection of customer experience and client operations, and you are expected to move fluidly between both. When a customer is frustrated, you are not just resolving the moment – you are reading whether that frustration points to something bigger. When a client reaches out, you are not just answering a question – you are assessing whether they are showing early signs of dissatisfaction that need to reach a Client Success Manager or cross‑functional team before it becomes a real problem.

This role requires stronger English communication than a typical floor agent, because you will speak directly with English‑speaking restaurant clients when needed. You are expected to handle things when you can, escalated with full context when you should, and know the difference.

What You’ll Accomplish

• Handle inbound customer calls as your core daily responsibility, maintaining the accuracy, quality, and professionalism expected of senior floor agents.

• Assess client‑facing signals in real time, identifying when a pattern of frustration, a recurring order issue, or an unusual client inquiry points to something that needs escalation beyond the call itself.

• Reach out directly to clients for simple confirmations (price, availability, order details) when it keeps a call moving and serves the customer experience.

• Escalate with context, not just a handoff. When something needs to go to a Client Success Manager, Strategic Ops Lead, or cross‑functional team, you provide a clear, structured summary so the receiving party can act without needing to loop back to you.

• Review end‑to‑end customer and client experience data to identify patterns that individual call handlers would not have visibility into, and surface those insights to leadership proactively.

About You

• You are professionally fluent in English – clear, confident, and capable of building brief but credible rapport with US‑based restaurant owners over the phone.

• You have strong active listening and comprehension skills, and you naturally pick up on what is not being said as much as what is.

• You are high‑agency. You do not wait to be told what to do when something is clearly off. You handle what you can, and when you escalated, you do it with enough context that it actually helps.

• You are detail‑oriented and organized, capable of writing clear summaries under pressure and tracking patterns across interactions without losing accuracy on the calls themselves.

• You operate with a strong sense of ownership, not just over your own performance, but over the client and customer experience you touch.

Bonus Points

• Prior experience in a CRS, escalation handling, or client‑facing support role.

• Exposure to restaurant operations, hospitality, or any environment where you had to read a situation quickly and act without a script.

• Experience working in a startup or fast‑scaling team where processes were still being built.

Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds—including but not limited to—race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.