[Hiring] Client Operations Manager @Hire with Reef

Role Description

We'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, such as a boutique studio, private school, concierge-level program, or high-touch online business.

Qualifications

• Excellent written English with a sharp, warm, professional tone.
• 4+ 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 events.
• Strong experience with Notion (or ClickUp/Asana) and a natural instinct to build boards, checklists, and workflows.
• Comfortable hosting and co-hosting live Zoom sessions and troubleshooting tech issues in real time.
• Ability to manage multiple client accounts simultaneously without confusing processes, voices, or customers.
• Proactive mindset; you notice what's slipping and catch it without being told.
• High attention to detail and ability to work under pressure.

Requirements

• Committed availability for the full 60-hour, Monday to Saturday, 4pm to 2am Manila time schedule.
• Fast and reliable internet connection; your own laptop or desktop suitable for the role; a quiet working environment.

Benefits

• Competitive salary based on experience.
• Direct employment with an established, high-growth agency.
• Opportunity to master real operations across multiple premium businesses at once.
• Clear progression opportunities into senior operations or account lead roles.
• Flexible remote working environment.
• Ongoing training and integration support through the Reef community.