Job Description
Some people look at a calendar full of onsite visits, technician availability, changing priorities and last-minute client requests and immediately reach for another coffee.
You look at it and think, “Right… let’s make this work.”
If you’re the kind of person who stays calm while everyone else is trying to remember where they left the panic button, keeps clients informed before they have to ask, and somehow makes organised chaos look effortless, we’d love to meet you.
We’re looking for a Client Operations Coordinator to become an embedded member of a boutique US-based Managed Services Provider (MSP), helping deliver an exceptional experience for clients by ensuring every onsite visit is organised, communicated and executed seamlessly.
You’ll be employed locally in the Philippines, working in a hybrid environment from either our Ortigas or Alabang office, while collaborating directly with a close-knit US operations team that genuinely values communication, relationships and great service.
If you’re currently coordinating field technicians in an MSP and you’re looking for more ownership, more impact and genuine career growth, keep reading.
About the Client
Our client is a boutique Managed Services Provider based in the United States.
They’re the type of MSP that believes great service isn’t built on closing tickets as quickly as possible. It’s built on trust, communication and consistently doing what you said you were going to do.
As they continue to grow, they’re looking for someone who can become an integral part of their operations team, helping ensure every onsite visit delivers the kind of experience clients remember for the right reasons.
Why You’ll Love This Role
This isn’t just another scheduling job.
You’ll become the person who quietly keeps everything moving while ensuring clients always know what’s happening.
You’ll enjoy:
- Working directly with a boutique US MSP where relationships genuinely matter
- Hybrid working from either Ortigas or Alabang
- An evening shift starting at 8:00 PM Philippine time, leaving much of your daytime free
- A role where your ideas to improve processes are genuinely welcomed
- Exposure to US operations and service delivery
- Real opportunities to grow as the client continues to expand
- Being trusted to own your work instead of being micromanaged
What You’ll Be Doing
You’ll be responsible for making sure onsite service delivery runs smoothly from beginning to end.
That means you’ll:
- Coordinate and optimise technician schedules for onsite client visits
- Communicate proactively with clients regarding upcoming appointments and schedule changes
- Ensure technicians have everything they need before arriving onsite, including hardware, equipment, access information and other logistics
- Monitor service boards and identify scheduling gaps, conflicts and workflow issues
- Review MSP automation and service board alerts to ensure nothing slips through the cracks
- Manage emails, planner tasks and operational follow-ups
- Send next-day visit confirmations and daily client updates
- Conduct service board audits to maintain accuracy and process compliance
- Partner with service leadership to improve scheduling workflows and operational efficiency
- Analyse recurring scheduling trends and identify opportunities for improvement
- Occasionally assist with client equipment pickups or deliveries where required
About You
You’re someone who stays calm when priorities change, communicates clearly and enjoys solving problems before they become bigger problems.
Ideally you’ll bring:
- Previous experience as a Service Coordinator within an MSP (strongly preferred)
- Experience coordinating field technicians or onsite service teams
- Excellent written and verbal communication skills
- Outstanding organisational and time management abilities
- The ability to juggle multiple priorities without losing your cool
- Strong Microsoft Office skills
- High attention to detail
- Confidence working with clients professionally and proactively
- The ability to identify process improvements and share ideas constructively
A PA qualification or diploma would be a bonus, but it isn’t essential.
Our Values
Great service starts with great communication.
One of the values that resonates most strongly with this role is Always Communicate. The best coordinators don’t wait until something becomes a problem before speaking up. They communicate early, honestly and proactively, helping both clients and teammates stay informed and confident.
You can learn more about the values that shape the way we work here: https://www.firstfocus.com.au/about-us/
What You’ll Get
Competitive salary package for the right combination of values, skills and experience
Hybrid working arrangements
Opportunity to work with a growing US-based MSP
Career development and progression opportunities
Supportive team culture that values initiative and ownership
Modern offices in either:
- 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas, Pasig City
- 26th Floor, Axis Tower One Building, Filinvest Avenue, Alabang, Muntinlupa
Neurodiversity: First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.
AI in Recruitment: We use AI-assisted recruitment tools to support application review. These tools do not make hiring decisions. All applications are handled by our recruitment team in compliance with the Philippine Data Privacy Act.
Ready to become the person who keeps everything running smoothly while delivering an exceptional client experience?
We’d love to hear from you.
