Operations Support Coordinator

3 hours ago

Manila, National Capital Region, Philippines DigiPlus Interactive Corp Full time ₱300,000 - ₱600,000 per year

The Operations Support Coordinator is responsible for supporting daily operational activities across the company, ensuring smooth workflow through effective ticketing system management, knowledge base creation, and operational monitoring. This role is key in providing timely support, maintaining operational documentation, and contributing to process improvement initiatives. The ideal candidate is detail-oriented, proactive, and thrives in a fast-paced online gaming environment

Key Responsibilities

  • Ticketing System Management
  • Monitor, triage, and assign tickets to appropriate teams in a timely manner.
  • Track and escalate unresolved or high-priority issues to the Operations Supervisor.
  • Ensure SLA adherence and maintain accurate records of ticketing system performance.
  • Knowledge Base & Documentation
  • Create, update, and maintain internal knowledge articles, SOPs, and operational guides.
  • Ensure accuracy, consistency, and accessibility of documentation for cross-functional teams.
  • Support training initiatives with updated content and structured materials.
  • Operational Monitoring & Support
  • Assist in monitoring day-to-day operational activities, including workflows and processes.
  • Provide support for incident handling, reporting, and follow-up on resolutions.
  • Work closely with Customer Support, Risk, Payments, and Compliance teams to ensure seamless operations.
  • Process Improvement
  • Identify bottlenecks and suggest improvements for efficiency and accuracy.
  • Collaborate with the Operations Supervisor to implement and test new tools or process enhancements.
  • Gather feedback from internal teams to refine operational practices.
  • Reporting & Coordination
  • Prepare daily and weekly operational reports on ticketing trends, issue resolution, and knowledge base usage.
  • Support audits and compliance checks by ensuring updated documentation and accurate records.
  • Provide administrative and coordination support to the Operations Supervisor.

Requirements

  • Minimum 1–2 years of experience in an operational support, coordination, or similar role (preferably in iGaming, online entertainment, or customer-facing digital industries).
  • Familiarity with iGaming operations (casino, sportsbook, or betting) is an advantage.
  • Strong organizational skills with attention to detail.
  • Experience with ticketing systems (e.g., Zendesk, Jira, Freshdesk, Lark) and knowledge management tools.
  • Excellent written and verbal communication skills.
  • Proactive problem-solver with the ability to handle multiple priorities.
  • Proficiency in Microsoft Office / Google Workspace; knowledge of back-office systems is a plus.
  • Fluent in English; additional languages are a plus

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