Total 4 operations advisor job vacancies in Taguig, Metro Manila

Team Management: 

• Manages day-to-day activities of all projects.
• Creates a customer-focused environment that motivates and empowers teams to deliver high-quality customer service.
• Develops and coaches team members, provides constructive feedback and support.
• Makes hiring decisions, identify training needs, and deliver appropriate training to staff. 
• Reviews performance based on scorecards and implement rewards and recognition plans.

Client Relationship Management:

• Builds and fosters client relationships to ensure continued business and growth.
• Ensures adherence to contractual obligations (service level agreements and internal KPIs) through analysis and reporting. 
• Handles and responds to client escalations and commendations. 
• Maintains a high degree of client focus and flexibility (including working early/late shifts). 

Operational Excellence:

• Implements and develops policies and procedures for process improvement. 
• Identifies and responds to ideas for process improvement from team members. 
• Analyzes and prepares reports for Management on contractual obligations (service level agreements and internal KPIs). 
• Experience supporting global, high-availability operating environments. 
   

About us:

Momos is a rapidly growing company headquartered in Singapore and San Diego. Our mission is to help food and beverage, retail, and other multi-location businesses drive their entire customer lifecycle, all powered by AI.

At Momos, our core principle is putting our customers at the forefront of everything we do. Since day one, we have embedded valuable feedback and input from our partners into our company culture and product. This collaborative approach has been instrumental in creating a solution that truly meets the needs of our customers. Today, we are proud to be trusted by over 5,000 businesses globally. If you have a passion for food and want to work for a mission-driven company that is actively shaping the future of the F&B industry, we would be thrilled to have you join our team.

About the role:

As a Customer Operations - Support Lead, you will be a pivotal team member in ensuring the highest levels of service for our users. You’ll oversee the day-to-day of the Customer Operations team, building and managing processes that enhance team efficiency and collaboration. You’ll also play a critical role in building a team to support our growing operational needs.

Key Responsibilities:

• Oversee the team’s ticket operations to ensure timely and effective resolution of customer inquiries.
• Create new processes, and update existing ones to be scalable
• Communicate and promote alignment between cross-functional teams
• Personally own:

1. Weekly performance reporting to track and communicate progress.
2. Monthly training sessions to enhance internal team skills.
3. Monthly audit sessions to ensure adherence to quality standards.
4. Share insights and plans to address potential issues ahead of time.

• Oversee team processes such as:

1. First-touch responses and proactive customer communication.
2. Resolution tracking and effective problem-solving.
3. Management of tickets across internal and external channels.
4. Regular communication with the team to identify weak points or process gaps.

• Work closely with the Head of Customer Operations and senior leadership.
• Take ownership of hiring and developing a team.
• Raise the team’s operational excellence for Customer Support to new highs
• Work with teammates to implement scalable processes.

Key Performance Indicators (KPIs):

• Maintain high CSAT scores.
• Meet or exceed First Response Time targets.
• Improve ticket resolution times.
• Reduce user-raised ticket percentages by refining internal processes and preemptive support strategies, aiming to enhance the customer experience by addressing potential challenges before they escalate.

• 6 to 10 years of overall experience with at least 2 - 5 years of proven team lead experience in customer operations/ customer support.
• Strong operator mindset and a track record of tackling challenging scenarios ensuring the customer operations function works like a clockwork.
• Proactive mindset, eager to learn, and committed to continuous professional development.
• Excellent interpersonal skills, maintaining a positive demeanor and outstanding communication abilities.
• Ability to work independently while also leading a team. You will be required to roll our shelves along with the team you manage quite often.
• Passionate about working with customers and dedicated to exceeding their goals.

• Competitive salary and bonus scheme
• Private medical insurance
• Paid time off and a flexible working culture
• Opportunities for rapid career advancement
• A dynamic and inclusive company culture
• Access to the latest technology and tools for personal development
• Comprehensive onboarding program for new employees
• Employee recognition programs for outstanding performance

Cultural Values

• Mission-driven and fast-paced, entrepreneurial environment.
• A collaborative and flat company culture.
• Comprehensive private health insurance.
• Discretionary trips to our offices across the globe, with global travel medical insurance (when it's safe to travel!).
• Cross-cultural team bonding/networking.
• Love Food? Join our Team!

Equal Opportunity

Momos is an equal-opportunity workplace where we embrace diversity and different cultures. We started as an international company and know that building an organization with different experiences, thoughts, and opinions allows our team to grow and excel.

• Conduct interviews and prepare results regarding customer behavior
• Analyze customer comments and complaints and identify gaps and possible solutions
• Coordinate with various departments to provide proactive customer communication
• Assist with manual refunding to ensure SLA adherence

Working at Freelancer.com are for the:

• Self-growth enthusiasts. We kickstart our day asking, what can I improve today?
• Trailblazers. If you’re someone who takes charge and strives to have their ideas turn into instant impact, you’re in!
• Data-driven. In making decisions we rely on one question, what does the data say?
• Changemakers. Driven by our mission to bring billions of jobs to people, we’re here to change lives and empower individuals worldwide. 
• Team players. Here at Freelancer, we are a pro sports team. We work together seamlessly, passing the ball of innovation and collaboration to score success as one.

About Freelancer.com

Twelve-time Webby award-winning Freelancer.com is the world’s largest freelancing and crowdsourcing marketplace by total number of users and projects posted. More than 75+ million registered users have posted over 30 million projects and contests to date in over 2,000 areas as diverse as website development, logo design, marketing, copywriting, astrophysics, aerospace engineering, and manufacturing.

Freelancer Limited is listed on the Australian Securities Exchange under the ticker ASX:FLN and is quoted on OTCQX Best Market under the ticker FLNCF.

The impact you’ll make in the team

We’re on the lookout for a driven and innovative Talent Acquisition and People Operations who will help shape the future of Freelancer.com by sourcing top talent, nurturing a thriving company culture, and driving employee engagement. If you’re passionate about building teams and improving processes, this role is for you.

Talent Acquisition

• Strategically source exceptional talent across various platforms using innovative strategies.
• Drive end-to-end recruitment, collaborating closely with hiring managers to meet hiring needs effectively.
• Represent Freelancer.com at events, meetups, and university partnerships to network with technology professionals.
• Onboard new hires and grow the company culture internally.
• Plan and implement employee engagement activities that promote motivation, boost mental wellbeing, and foster work-life balance in the organization.

People Operations

• Analyze HR data and continuously improve processes and systems.
• Review and manage company benefits to align with employee needs and industry standards.
• Address and resolve employee relations concerns, acting as the liaison between the company's consulting legal team for any legal advice and appropriate actions for administrative/labor cases.
• Write, review, and revise existing company policies and other documents (if deemed necessary).
• Provide case management and other related trainings to leads and managers.
• Manage administrative cases, including investigations and corrective actions, and prepare related documentation (e.g., NTEs, Disciplinary Action Forms, and Notices of Decision).

The duties and responsibilities described may change as necessitated by business demands.

A proven track record in technical recruiting and people operations but most importantly, we care about your character, as we are seeking someone who:

• Has a natural flair and ability to make friends with everyone in the room.
• Is a nerd at heart and knows what differentiates truly great engineers, product managers, AI engineers, and etc.
• Has a high level of emotional intelligence.
• Takes initiative, is pragmatic, and is self-motivated.
• Proven work experience in technical recruitment and employee relations.

• Take on the challenge of shaping global talent strategies while working closely with great engineers and product managers to drive innovation.
• Work hard, take ownership, and watch your career soar in a dynamic and meritocratic workplace.
• Get inspired and stay engaged with our company's regular hackathons, monthly engagement events, and sports activities where you can put your skills to the test and win cash prizes! 
• Comprehensive and competitive health benefits to keep you and your family healthy (HMO, Life, and Personal Accident Insurances).
• Enjoy a delicious free daily meal, snacks, and beverages, to help you stay productive and focused throughout the day!
• Experience transparency and open communication at our weekly town halls, featuring Q&A sessions with the CEO