[CG] Client Support & Operations Coordinator

Client Support & Operations Coordinator

Location: Remote (U.S. time zones EST / PH)Compensation: $1,200 – $1,500 USD/month (competitive, offer is at the client’s discretion and depends on the candidate’s interview result, skills, and experience, ; see rationale below)Industry: Travel & Points BrokerageSchedule: 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
* 1–3+ 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/Word—lookups, 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