Senior Helpdesk Support

cooee inc. career (be one of us); Western Visayas; On-site; PHP 420,000 - 620,000; Full time

Job summary

Cooee is seeking a Senior Operations Helpdesk Support for night shift to lead the Helpdesk team at Iloilo City and Makati. You will oversee daily operations, ensure SLA compliance, and manage escalations from Australian-based clients. The role blends hands-on support with team leadership and continuous improvement initiatives.

You will coach staff, conduct QA reviews, monitor KPIs, and collaborate with Compliance to maintain service excellence across our operations teams in two offices.

Qualifications

• Open to candidates with up to 5 years of Helpdesk/Operations experience, including at least 2 years in a supervisory role.
• Experience in Risk & Compliance, Financial Services or Professional Services is preferred.
• Proven track record in coaching, QA, and performance management.
• Strong leadership, communication, and analytical skills to manage multiple priorities.

Responsibilities

• Lead and oversee daily Helpdesk operations, ensuring SLA adherence and efficient workload distribution.
• Coach, mentor, and develop team members through regular feedback and onboarding.
• Perform QA reviews and monitor KPIs to ensure compliance with policies and standards.
• Handle escalated client inquiries and be the primary contact for complex issues.
• Collaborate with internal stakeholders to improve service delivery and timely case resolution.
• Prepare operational and performance reports and identify improvement opportunities.

Skills

Leadership

Coaching

Quality assurance

KPIs

Ticketing systems

Tools

Microsoft Office

Job description

Senior Operations Helpdesk Support (Night Shift)

About The Role

As a Senior Operations Helpdesk Support, you will be responsible for overseeing the daily operations of the Helpdesk team, ensuring high-quality service delivery, timely case resolution, and compliance with internal procedures and Australian based client requirements.

This role combines hands-on operational support with team leadership responsibilities, including coaching, quality assurance, workload management, and performance monitoring. The successful candidate will work closely with Operations and Compliance teams to maintain service excellence and drive continuous improvement.

Why Cooee

Because we believe in the power of human connection. Because we are committed to flourishing human potential.

Because we dream of a world where each one of us walks along the path to who we are and the best that we can be. This is Why we do What we do – 'To be a part of transformation one person, one community, one business at a time.

We are One Team committed to investing in relationships fueled by trust and anchored on the One Shared Vision 'to transform through connection'. We believe this is where the strength of Cooee and our partnerships lie – in having clarity and conviction in purpose.

What You'll Be Working On

• Lead and oversee the daily operations of the Helpdesk team, ensuring efficient workload distribution and adherence to service level agreements (SLAs).
• Coach, mentor, and support team members through regular feedback, onboarding, and performance development.
• Conduct quality assurance (QA) reviews, monitor team performance against KPIs, and ensure compliance with company policies, SOPs, and quality standards.
• Manage escalated client inquiries and serve as the primary point of contact for complex operational issues.
• Collaborate with internal stakeholders to resolve issues, improve service delivery, and ensure timely case resolution.
• Prepare operational and performance reports, identify trends, and recommend process improvements to enhance efficiency and service quality.

What We're Looking For

• Open to candidates with up to 5 years of experience in Helpdesk, Client Services, Customer Support, or Operations, including at least 2 years in a supervisory or team leadership role.
• Experience in a Risk & Compliance, Financial Services, or Professional Services environment is preferred.
• Proven experience in quality assurance, team coaching, and performance management.
• Strong leadership, communication, analytical, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
• Proficient in Microsoft Office applications and case management or ticketing systems.
• Ability to work independently and manage time effectively.
• Willing to work on a shifting and night schedule.

Job Type: Full-time, Night Shift (7 PM- 4 AM)

Onsite (Iloilo Office): Bldg. 2, 2nd Floor, Nelly Garden, Jaro, Iloilo City

Hybrid (Makati Office): 901-C, 9th Floor, Vicente Madrigal Building, 6793 Ayala Avenue, Makati City, Philippines