Client Operations Coordinator

Job Summary

The Client Operations Coordinator is Contour's first hire, responsible for running day-to-day managed service delivery for Co-Managed tier clients, managing account relationships for Self-Managed clients, and handling sales support and marketing execution.

Primary Responsibilities

Managed Service Delivery (Co-Managed Tier)

• Run daily operations for Co-Managed clients: staff check-ins, task coordination, quality monitoring
• Conduct weekly quality spot-checks on staff deliverables
• Prepare and deliver weekly status updates and monthly client reports
• Track staff performance metrics (attendance, quality, productivity)
• Coordinate with HR/Operations on attendance issues, leave requests, and scheduling
• Execute client onboarding for new deployments (first 30 days)
• Identify coaching opportunities and deliver feedback to deployed staff
• Escalate issues per the escalation decision tree

Account Management (Self-Managed Clients)

• Maintain regular touchpoints with Self-Managed clients (bi-weekly check-ins)
• Monitor account health indicators (staff retention, client satisfaction, payment timeliness)
• Build relationships that create opportunities for service tier upgrades
• Present upgrade proposals when appropriate

Sales Support

• Prepare discovery call briefs for CEO ahead of prospect calls
• Draft proposals using the tiered proposal template
• Manage CRM pipeline daily (update stages, log activities, track follow-ups)
• Send follow-up emails per the outreach sequence
• Research prospects and schedule prospect calls for CEO

Marketing Execution

• Draft and publish LinkedIn posts for CEO's account
• Register company on business directories
• Publish blog posts on company website
• Manage Google Ads campaigns with COO oversight

Required Qualifications

• 3+ years experience in BPO operations, team leadership, or account management
• Experience managing teams of 5-15 people in a service delivery environment
• Strong English communication skills (written and spoken, CEFR B2 or higher)
• CRM experience (Odoo, Salesforce, HubSpot, or similar)
• Proficiency with productivity tools (Microsoft 365, Google Workspace)
• Ability to work US business hours (evening/night shift PHT)
• Strong organizational skills with attention to detail

Preferred Qualifications

• BPO team lead or operations supervisor experience
• Experience with client-facing account management or customer success
• Sales aptitude: comfortable with outreach, proposals, and follow-ups
• Experience with LinkedIn content creation or social media management
• Experience with Odoo ERP
• Familiarity with staff augmentation, outsourcing, or managed services
• Experience managing remote or distributed teams

Tools & Systems

• Odoo CRM, Employees, Timesheets, Helpdesk
• Microsoft 365 (Email, Teams, SharePoint)
• LinkedIn (content publishing, prospect engagement)
• Google Ads

Benefits

• SSS, PhilHealth, Pag-IBIG coverage from Day 1
• 13th Month Pay
• HMO coverage after probationary period
• 10 paid Service Incentive Leave days per year
• 5 paid Sick Leave days per year
• 2 Emergency Leave days per year
• 3 Bereavement Leave days per year
• Company uniform provided
• Salary loan eligibility after regularization