Customer Experience – Operations Coordinator

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address customer inquiries via phone, email, WhatsApp, WeChat, Instagram, and other supported channels utilizing customer communication platforms like Respond.io.

• Assist with court reservations, cancellations, rescheduling, membership inquiries, pricing, facility regulations, billing questions, and general customer requests.

• Update booking information and reservations in Podplay; assist with remote smart-lock access and escalate any technical or facility-related issues.

• Accurately document customer interactions, requests, and resolutions.

• Process standard refunds, account credits, or fee adjustments according to established guidelines and authorization limits.

• Monitor court availability and booking schedules to identify open time slots and encourage customer participation.

• Proactively reach out to customers and leads to promote available courts, open-play sessions, recurring games, and club activities.

• Create or coordinate customer polls and open-play invitations, assist in filling available slots, and follow up on abandoned bookings or inactive members.

• Maintain customer contact details, preferences, conversation notes, and follow-up actions in tracking systems.

• Provide information regarding memberships, coaching, leagues, and other services without engaging in complex sales negotiations or hard-closing techniques.

• Manage booking calendars and coordinate schedules for partners or sponsors, including the blocking and moving of court reservations.

• Monitor consumable supplies and sports equipment, flag shortages, and coordinate replenishment efforts.

• Coordinate cleaning schedules and confirm completion with on-site staff or service providers.

• Maintain Excel trackers and internal operational tools, ensuring action items and operational records are current.

• Report maintenance, safety, inventory, or customer service issues, and suggest improvements for day-to-day operations.

⛳️ Requirements

• A minimum of one year of relevant experience in customer service, hospitality, administrative coordination, reservations, sales support, or a similar customer-facing role.

• Excellent spoken and written English, demonstrating a professional phone manner and strong customer service abilities.

• Exceptional organizational skills, attention to detail, and the capacity to manage multiple conversations, tasks, and follow-ups simultaneously.

• Confidence in proactively reaching out to customers through messaging or calls to encourage participation and bookings; formal sales experience is not mandatory.

• Comfort with spreadsheets and the ability to learn various communication, booking, customer management, and administrative tools.

• A dependable, self-directed work ethic, with sound judgment regarding when to resolve issues and when to escalate them.

• Availability to work a shift aligned with US Eastern Time, including weekends, and access to a quiet, suitable work-from-home environment.

• Preferred: Experience with booking or reservation platforms, CRMs, customer support platforms, or tools such as Podplay, Respond.io, and WhatsApp Business.

• Preferred: Background in sports, fitness, recreation, hospitality, clubs, or other membership-based businesses.

• Preferred: Experience in outbound customer engagement, community outreach, events, leagues, coaching programs, or scheduling.

• Preferred: Interest in badminton, pickleball, or other racquet sports.

🏝️ Benefits

• Work from home

• US holidays

• Wednesday to Sunday schedule

• 10 AM to 7 PM EST shift