[CG] Client Support & Operations Coordinator

Client Support & Operations Coordinator

Location: Remote (U.S. time zones EST / PH)
Compensation: $1200 $1500 USD/month (competitive offer is at the clients discretion and depends on the candidates interview result skills and experience ; see rationale below)
Industry: Travel & Points Brokerage
Schedule: Full-time 6 days/week 10-hour shifts (coverage split for U.S. and Asia time zones)

About the Company

We are a fast-growing travel points brokerage facilitating the buying selling and redemption of airline miles and loyalty points. Our goal is to scale operations internationally while maintaining exceptional customer service and operational excellence. The team is expanding rapidly with plans to establish a dedicated office overseas for long-term growth.

Role Overview

The Client Support & Operations Coordinator is the backbone of both customer communications and internal operational workflows. This role blends multichannel support (email phone WhatsApp/text) with meticulous data entry light bookkeeping and clerical/ticket processing. You will document every interaction maintain accurate records and coordinate smoothly with internal teams and external clients. This position is ideal for someone who is highly organized detail-oriented and motivated to grow into a potential management role.

Why This Role Matters

This role ensures that every customer experience is smooth every record is accurate and operations run seamlessly. High-performing coordinators have the opportunity to grow into team leads or management directly impacting company scalability and long-term success.

Key Responsibilities

Multichannel Customer Support

• Answer and resolve inquiries via email phone and WhatsApp/text; follow approved scripts and tone guidelines.
  
• Triage and route issues to the right internal owner; set expectations and follow up until resolved.
  
• Maintain professional concise and empathetic communications.
  

Documentation & Data Entry

• Log every contact and outcome in the CRM/helpdesk; attach notes call outcomes and related files.
  
• Enter client-provided data into systems with high accuracy (contacts accounts orders quotes etc.).
  
• Maintain an audit log of interactions and changes; keep records consistent across tools.
  
• Perform basic bookkeeping tasks (invoice creation payment confirmations receipt uploads light reconciliations).
  

Clerical & Ticketing

• Process paperwork and digital forms; open/close and update internal tickets with clear next steps.
  
• Verify information against documentation (IDs account details authorizations) and flag discrepancies.
  
• Prepare routine summaries checklists and status updates for stakeholders.
  

Proactive Outreach

• Contact customers about account matters (verification updates reminders) via phone email or WhatsApp/text.
  
• Relay outcomes and required actions to clients or internal staff; schedule follow-ups and reminders.
  

Compliance Quality & Reporting

• Handle PII securely; follow consent/opt-out and record-retention guidelines.
  
• Meet or exceed service KPIs (response times accuracy CSAT).
  
• Provide daily/weekly reports on volumes trends and open items.
  

Required Qualifications

• 13 years in customer support operations or administrative roles.
  
• Excellent written and verbal communication; confident on calls.
  
• Proven data-entry accuracy and attention to detail; comfort with checklists and SOPs.
  
• Strong organizational skills: prioritize follow through and hit deadlines in a fast-moving environment.
• Comfortable handling sensitive customer data with discretion.
• Nice-to-Have Experience in the credit card points/airline miles industry

Hard Skills / Tech Stack

• CRM/helpdesk systems (Zoho preferred)
  
• Ticketing and workflow tools - internal
• Google Workspace or Microsoft Office (Sheets/Excel Docs/Wordlookups filters basic pivots)
• Capture data and enter correctly for Invoice / Purchase Order creation (Zoho)
  
• Multichannel communication tools (WhatsApp Business VoIP systems Slack)
  
• Optional: automation via Google Sheets Apps Script Zapier or Make
  

Soft Skills

• Customer-centric problem solving and de-escalation
  
• Accuracy & ownership in data entry and record-keeping
  
• Process discipline: follows SOPs and improves them when gaps are found
  
• Discretion & integrity with sensitive information
  
• Team communication: crisp handoffs and status updates
  

Success Metrics (KPIs)

• First Response Time: 1 business hour during coverage window
  
• Resolution/Next Step Time: 1 business day for standard issues
  
• Data Accuracy: 99% (spot checks on entries/logs)
  
• Documentation Completeness: 100% of interactions logged with outcome & next step
  

Work Schedule & Tools

• Core coverage: U.S. business hours 6 days/week 10-hour shifts (split coverage for U.S. and Asia time zones)
  
• Tools: Gmail/Outlook Phone/VoIP WhatsApp Business CRM/helpdesk Sheets/Excel ticketing/chat tools (Slack Trello Jira)
  

Compensation Rationale

• $1200 $1500 USD/month aligns with international remote market rates for Philippines candidates reflecting the skill set full-time dedication and sensitive nature of the role.
  
• This is above the local market average to attract highly motivated reliable candidates who can grow into a managerial position.
  
• Pay flexibility can be considered for exceptional candidates to ensure full engagement and retention.