Client Support, Operations & QA Coordinator

This is a remote position.

Client Support, Operations & QA Coordinator

Php 35,000–45,000/month | Remote (Philippines) | Supporting an Australian Software Business

If you enjoy organising communication, solving client issues, and bringing structure to fast-moving environments — while gradually building skills in software support and QA — this role may be a strong fit.

This is not a high-volume call centre role.

It is a structured support and coordination role designed for someone who can manage client communication professionally, think independently, and take ownership of tasks without constant follow-up.

You will act as the first point of contact for clients while ensuring developers can stay focused on building and improving the product.

Over time, you will also develop product knowledge, handle routine support queries independently, and contribute to improving workflows, documentation, and system quality.

Why This Is a Standout Role

You will support a small, niche software business serving clients in the Australian grain and agricultural sector (including commodities such as wheat and rice).

The company consists of a small, close-knit team, working directly with the business owner and developer.

This is a high-trust environment where reliability, follow-through, and clear communication are highly valued.

The role is designed to stabilise operations by ensuring client communication is structured and handled efficiently — allowing developers to focus on high-value work.

Your contribution will directly improve:

• Client response quality and turnaround time
  
• Operational efficiency and workflow clarity
  
• Developer productivity and focus
  
• Internal processes and support systems
  

You will also gain exposure to:

• Software support workflows
  
• Basic QA and system testing
  
• Process improvement and documentation
  

For the right person, this role offers long-term stability, autonomy, and the opportunity to grow into a more product-aware support and operations role.

What You’ll Be Owning

This role combines client communication, operational coordination, and progressive exposure to software support and QA.

Your main responsibility is ensuring all client communication is handled clearly, efficiently, and with the right level of prioritisation — while reducing unnecessary interruptions to developers.

You will take the lead on:

Client Communication Ownership
Handle inbound calls and emails, ensuring all enquiries are acknowledged promptly, clearly understood, and properly documented.

Reception & Calendar Coordination
Manage incoming calls, scheduling, and calendar coordination to support daily operations and ensure smooth communication flow.

Request Triage and Prioritisation
Assess each request based on urgency and impact, ensuring critical issues are escalated quickly while non-urgent matters are handled appropriately.

Reducing Developer Interruptions
Act as a buffer between clients and developers by ensuring only well-defined, necessary issues are escalated.

First-Level Support (Progressive)
Build product knowledge over time and begin resolving routine client queries independently.

Task Ownership and Follow-Through
Manage administrative and ad-hoc responsibilities such as booking travel, following up quotes, making calls, and tracking tasks to completion.

Operational Support to Founders
Provide dependable support by taking ownership of assigned tasks and ensuring consistent execution without requiring close supervision.

QA Testing (Non-Technical)
Run simple QA checks on software updates using provided tools, identify errors, and report issues clearly. No technical background is required, but attention to detail is critical.

How the Workflow Actually Works

Communication Channels
All client communication is handled through phone and email using tools such as a softphone system.

Structured Request Handling
You will capture full context before escalating issues and ensure all requests are clearly defined and actionable.

Support Evolution
You will start with communication and coordination, then progressively take on more responsibility in handling support queries and QA tasks.

Tools & Systems
The role uses Windows-based tools including Microsoft systems, a softphone (e.g., Bria), and time tracking tools such as Toggl for QA-related work.

Time Tracking & QA Work
QA-related tasks may require time tracking for billable hours, and in some cases, activity monitoring may be part of the workflow.

Autonomy in Role
You will be expected to work independently, make decisions, and manage your responsibilities without constant supervision.

Requirements

This role is a strong fit if you:

• Have 2–5+ years experience in admin, customer support, reception, or coordination roles (or demonstrate equivalent maturity and capability)
  
• Have strong verbal and written English communication skills and are confident handling calls
  
• Have high attention to detail and can follow instructions precisely
  
• Can work independently in a remote setup without needing constant supervision
  
• Have a strong sense of accountability and integrity and do not cut corners
  
• Are comfortable learning new systems and basic technical concepts
  
• Are resourceful and self-directed, with the ability to solve problems independently
  
• Are comfortable working with numbers and basic data accuracy (e.g., checking figures)
  
• Are willing to commit long-term and value stability in a role
  
  

Hours, Setup, and Work Environment

Compensation
Php 35,000–45,000 per month depending on experience

Work Setup
Fully remote role supporting an Australian-based team

Technical Requirement
Must have a Windows-based device compatible with company tools

What Success Looks Like

The team trusts you to manage daily operations without close supervision.

Benefits

Final Word

This role is ideal for someone who values stability, takes pride in doing things properly, and enjoys supporting a team behind the scenes.

If you’ve ever thought:

“I like being the person who keeps things organised, communicates clearly, and makes sure everything runs smoothly.”

This role offers that opportunity.

You will become a key part of daily operations, improve how the business supports its clients, and grow into a more advanced support and systems-focused role over time.