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about 1 month ago
Requirements and responsibilities
Job Title: Client Operations ManagerLocation: Remote Role Type: Full-Time Working Hours: Monday to Saturday, 4:00pm to 2:00am Manila time (GMT+8)Who Are We? At Reef, we connect elite talent with high-growth companies building world-class teams.We work exclusively with the top 3% of candidates and match them with established companies across Australia, New Zealand, the US, and UK that are serious about investing in their people and operational infrastructure.We support your integration into these companies by providing additional training, admin/HR support, and access to our growing community of high-performing professionals.About the RoleWe're seeking a highly organised, proactive Customer Support & Operations Manager to run the day-to-day client experience and operational backbone of a premium, high-touch agency business.This is not a ticket queue role. You'll own operational delivery across a portfolio of the agency's clients: hosting live classes, answering customer emails and DMs, handling inbound leads, and building the systems that keep each client's operation running without senior staff having to chase anything.You'll be the person who knows each client's business, tools, and customers well enough to operate inside them as if you were staff. This role suits someone who has worked somewhere that charged a premium and expected the service to match, a boutique studio, private school, concierge-level program, or high-touch online business.RequirementsExcellent written English with a sharp, warm, professional tone4+ years of experience supporting customers in a high-touch environment (boutique studio, private school, premium online program, concierge service, or similar)Proven experience running operations end-to-end including launches or eventsStrong experience with Notion (or ClickUp/Asana) and a natural instinct to build boards, checklists, and workflowsComfortable hosting and co-hosting live Zoom sessions and troubleshooting tech issues in real timeAbility to manage multiple client accounts simultaneously without confusing processes, voices, or customersProactive mindset; you notice what's slipping and catch it without being toldHigh attention to detail and ability to work under pressureCommitted availability for the full 60-hour, Monday to Saturday, 4pm to 2am Manila time scheduleFast and reliable internet connection; your own laptop or desktop suitable for the role; a quiet working environmentBenefitsCompetitive salary based on experienceDirect employment with an established, high-growth agencyOpportunity to master real operations across multiple premium businesses at onceClear progression opportunities into senior operations or account lead rolesFlexible remote working environmentOngoing training and integration support through the Reef community
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