Job Description
Full details about the role and requirements
Yukerja Summary
The Helpdesk Team Lead role at Cooee Inc. is curated from Bossjob (category Teknologi & IT). Note the work location (Iloilo, Western Visayas, Philippines) before applying. Yukerja.com is not the employer — applications are handled on the official source site.
POSITION SNAPSHOTS
Night Shift (7:00 PM - 4:00 AM)
Full-time
Hybrid Work Setup (Makati Office)
Up to 5 years of experience in Helpdesk, Client Services, Customer Support, or Operations
At least 2 years of supervisory or team leadership experience
Experience in Risk & Compliance, Financial Services, or Professional Services is an advantage
Proficient in Microsoft Office and case management or ticketing systems
ABOUT THE ROLE
Lead the daily operations of our Helpdesk team while delivering exceptional service to our Australian business partner. As a Senior Operations Helpdesk Support, you'll oversee case management, coach team members, monitor service quality, and collaborate across teams to ensure efficient operations, timely resolutions, and continuous process improvement.
WHAT YOU'LL BE WORKING ON
Team Leadership
Lead and oversee daily Helpdesk operations
Distribute workloads and monitor service levels
Coach, mentor, onboard, and support team members
Drive performance through regular feedback and development
Service Delivery & Quality
Conduct quality assurance reviews and monitor KPIs
Ensure compliance with company policies, SOPs, and client requirements
Manage escalated client concerns and complex operational issues
Maintain high standards of customer service and case resolution
Operations & Continuous Improvement
Collaborate with internal teams to resolve operational issues
Prepare operational and performance reports
Analyze trends and recommend process improvements
Support initiatives that improve efficiency and service quality
WHAT WE'RE LOOKING FOR
Up to 5 years of experience in Helpdesk, Customer Support, Client Services, or Operations
At least 2 years of supervisory or team leadership experience
Experience in Risk & Compliance, Financial Services, or Professional Services is an advantage
Strong leadership, coaching, and performance management skills
Excellent communication, analytical, and problem-solving abilities
Proficient in Microsoft Office and case management or ticketing systems
Able to prioritize multiple tasks in a fast-paced environment
Willing to work on a permanent night shift
WHY COOEE
Join a people-first company that values meaningful connections, continuous learning, and personal growth while helping businesses thrive.
WHAT WE OFFER
HMO on Day 1
IT equipment provided
Learning and development opportunities
Weekly engagement activities
Government-mandated benefits