Operations Associate (Ticket Triage)
New
F
Fresh PrintsCustom Apparel
Location: The Philippines (Remote), 8:00 PM to 5:00 AM PHT, Monday to FridayFull-TimeMiddle
SalaryMonthly Salary: Between $400 to $700 base (depending on experience) + $80 night shift allowance
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Job Details
- Languages
- English
- Experience
- At least 1.5 years of experience in operations, customer experience, support, admin, or related role
- Required Skills
- Data AnalysisCRMGoogle Workspace
Requirements
- At least 1.5 years of experience in operations, customer experience, support, admin, or related role.
- Excellent verbal and written communication skills in English.
- Strong reading comprehension and attention to detail, with consistent follow-through.
- Comfortable using ticketing systems, CRMs, spreadsheets, internal tools, and documentation.
- Strong analytical, organizational, and problem-solving skills.
- Able to work independently, manage priorities, and adapt quickly to changing workflows.
- Proficient with Google Workspace; quick to learn new tools and systems.
- Reliable laptop or desktop computer suitable for daily work.
- Reliable internet connection, with a backup option when possible.
- Computer with video-chat capabilities.
- Availability during assigned working hours and required meetings.
- Ability to stay reachable and responsive during working hours.
Responsibilities
- Review and triage incoming Art, Ops, Admin, and Sales-related requests.
- Assign requests to the correct team, group, or individual based on request type, urgency, and scope.
- Analyze requests carefully to identify missing details, unclear instructions, potential blockers, or incorrect routing.
- Communicate with Sales, Art, Operations, Admin, Tech, Finance, and other internal teams when clarification or follow-up is needed.
- Support eligible Admin tasks and order edits with accuracy and proper documentation.
- Assist Sales through Freshchat by responding to or routing questions and concerns appropriately.
- Handle urgent or rush requests with strong judgment and a sense of urgency.
- Document actions taken on tickets clearly, including notes, updates, and screenshots when needed.
- Escalate requests to the correct team when the issue is outside Triage scope or requires deeper support.
- Maintain clean workflows by helping prevent duplicate work, unclear ownership, and unnecessary delays.
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