Job Title: Client Operations Manager
Location: Remote
Role Type: Full-Time
Working Hours: Monday to Saturday, 4:00pm to 2:00am Manila time (GMT+8)
Who Are We? At Reef, we connect elite talent with high-growth companies building world-class teams.
We work exclusively with the top 3% of candidates and match them with established companies across Australia, New Zealand, the US, and UK that are serious about investing in their people and operational infrastructure.
We support your integration into these companies by providing additional training, admin/HR support, and access to our growing community of high-performing professionals.
About the Role
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, a boutique studio, private school, concierge-level program, or high-touch online business.
Requirements
- 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
- 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