Read this first
This role starts with hands-on client work. You'll first learn how our business operates by directly by supporting U.S.-based clients before gradually taking on process improvement, documentation, and broader operational responsibilities.
You'll spend your first weeks supporting US-based clients directly and learning our business from the ground up. Once you've built that foundation, you'll gradually take on more responsibility for trend analysis, process improvement, documentation, and operational insights.
If you've worked your way from an agent into a Team Lead, Supervisor, QA, or similar operations role—and you're still willing to jump in and do the work yourself—you'll likely be a strong fit.
This is an individual contributor role.
You'll personally handle operational work while gradually taking on more ownership and process improvement responsibilities.
This role is not intended for current Managers, Senior Managers, Heads of Operations, or Director-level candidates.
What you’ll do
- Support US-based clients through onboarding, platform adoption, and locator support.
- Learn the business by performing the day-to-day operational work yourself.
- Identify trends in client questions, support activity, and platform usage.
- Investigate recurring client issues and recommend operational improvements.
- Analyze support trends to identify root causes.
- Improve SOPs and internal documentation.
- Coordinate onboarding activities and platform adoption.
- Work closely with Product, Engineering, and Customer Success to resolve operational issues.
Requirements
- 3+ years in Customer Operations, Client Operations, Operations Support, Customer Success, QA, or similar operational roles.
- Experience handling operational workflows—not just frontline customer support.
- We're looking for candidates who have grown their career through operations. Examples include:
- Customer Support → Senior Support → Operations Specialist
- Customer Support → SME → QA → Operations
- Operations Associate → Client Operations Specialist
- We're looking for candidates who have consistently taken on increasing operational responsibility throughout their careers.
- Experience with operational documentation, SOPs, reporting, onboarding, escalations, or process improvement.
- Comfortable starting with hands-on client and operational work to learn the business.
- Strong written and spoken English.
- Organized, analytical, and proactive.
- Based in the Philippines; available to work US Central Time hours
Great fit if you:
- Started in customer support and gradually took on more operational responsibilities.
- Enjoy improving processes instead of just following them.
- Like investigating issues and finding root causes.
- Want to grow into a broader operations role over time.
Benefits
- 100% remote / home-based work
- Monthly salary: PHP 40,000 – 45,000
- Supportive team
- Opportunity to grow into a broader operations and process improvement role.
Originally posted on Himalayas
