Operations & Customer Support Assistant - AU Company, Day Shift, ₱35-45K

About us!

Lee Mathematics Tuition is a fast-growing online maths tutoring company based in Sydney, Australia, supporting 245 families and 261 students across the country. We match students with expert tutors and look after them through their whole learning journey. Our operations team is small and tight, and we are growing fast - so we need another reliable set of hands.

About the role

You will work alongside our Student Success Manager, who you report to day to day.

You are the voice our families hear. When a parent rings because their child is sick, or their tutor has not shown up, or they need to move tomorrow's lesson - you are the person who picks up, sorts it, and makes them feel looked after. That is the heart of this job.

The other half of the job is getting new students started. When a family signs up, you own them until their first lesson has actually happened. Our system does the heavy lifting of working out which tutors are a good fit and are free - but a system cannot get a busy tutor to reply, and it cannot pin a family down to an exact day and time. That part is yours. You will be messaging tutors back and forth, confirming the precise times with the parent and the student, and getting the lesson locked into the calendar. It is a real back-and-forth job, it takes persistence, and it is a big part of your week.

A lot of the repetitive admin here is already automated, and more of it will be. So what we actually need from you is the part a system cannot do - warmth on the phone, chasing people who have not replied yet, good judgment when something does not fit the rules, and never dropping a ball when three things land at once.

What you will do

- Answer and return parent calls, texts and emails - promptly, warmly, and in a way that leaves them feeling looked after
- Handle whatever comes up during the evening lesson window - a tutor running late, a student not showing, a parent asking if tonight is still on
- Coordinate tutors and families to get new students booked in - our system shortlists who can take a student, then you message the tutors, agree the exact days and times with the parent, and lock the lesson into the calendar
- Own each new family until their first lesson has happened - records set up, tutor confirmed, first lesson booked, and the family told what to expect
- Send welcome messages, first-lesson check-ins and payment reminders (templated - you are not writing these from scratch)
- Help out with some billing admin - chasing up unpaid invoices and following up with families, working alongside our team
- Keep our task boards and records accurate so nothing slips between people - including chasing tutors who have not written up their lesson notes yet

Who you are

- Warm, clear, confident English on the phone with Australian parents. You are comfortable ringing someone back, and comfortable being the person who says "leave that with me." This is the single most important thing.
- Good judgment. Much of this job is situations that do not quite fit the rule. We will give you a clear list of what you can d ---------- on your own - we need someone who will actually use it rather than checking in on everything.
- Exceptionally organised. You juggle many things at once, prioritise fast, and stay calm and methodical when it is busy.
- Persistent, in a friendly way. A lot of this job is people not replying yet. You are comfortable following up a tutor for the third time without it becoming awkward, and you do not let something sit just because you are waiting on someone else.
- Reliable and proactive - you follow things through and keep your own systems tidy without being chased.
- Comfortable learning new software quickly (we use TutorBird, Notion, Asana and Aircall, and you will be on Slack with our team and WhatsApp with our tutors every day).
- Available for the hours below, including the afternoon/evening shift, plus one weekend morning.

Nice to have

- Experience in operations, admin, coordination, or a virtual assistant role
- Experience speaking with English-speaking (ideally Australian) customers by phone

Details

- Full time, remote (work from home)
- These are normal daytime hours. This is not a night shift - we are in Australia, so our working day lines up closely with yours.
- Your first month - training: Monday to Friday, 8:00 AM - 4:30 PM Manila time. You will work these hours alongside our Student Success Manager while you learn the role.
- After that, ongoing: Monday to Friday, 10:00 AM - 6:30 PM Manila time. From 4 October this becomes 9:00 AM - 5:30 PM Manila, so that your Australian hours stay the same through daylight saving. This is the busiest part of our day - lessons run in the Australian evening, so that is when parents call - and for the last few hours you will be the only one on. It is a role with real ownership, and we will move you onto it once you are confident, not on day one.
- Plus 2.5 hours on one weekend morning (Saturday or Sunday - we will agree which with you). Around 45 hrs/week in total.
- PHP 35,000 - 45,000/month, and where you start in that range depends on your experience - for the right person we will start you above the bottom of it.
- The pay increases are real and important to us as we want you to grow with us. Your rate is reviewed at the end of your 2-month probation and again at 6 months, and it steps up as you take on the full role.
- 13th month pay provided of course.
- Paid time off - 3 paid sick days and 6 paid public holidays each year
- A long-term role on a small team that is growing fast. We have gone from around 130 families at the start of this year to 245 today, and you would be one of only two people running operations for all of them. There is real room to grow here as we scale, and we would rather grow the people we have than keep hiring around them.

How to apply

Start your application with the word SYDNEY so we know you read this properly.

Then send us a 2-3 minute video - just talk us through these three things in one go:

1. A quick intro about yourself
2. This scenario: "A parent rings you at 6pm, upset. Their tutor has been late twice in two weeks, and tonight they were 15 minutes late again. The parent wants to know whether they are being charged for the full lesson. Talk to them - what do you actually say?"
3. And this one: "Three things land at the same time. A parent is waiting on a call back about tomorrow's lesson, a tutor has just messaged to say they cannot make tonight, and two new families need their first lessons booked this week. What do you do first, and why? And how do you keep track of the other two so they do not get forgotten?"

Film it on your phone. One take is fine and it does not need to be polished - we would rather see you thinking than see you rehearsed. Share it as a link (Google Drive, Loom, or YouTube unlisted).

We want to see and hear how you come across, how you handle someone who is unhappy, and how you organise yourself when several things need you at once.

Shortlisted applicants will do a live interview including a role-played parent call and a short hands-on organisation exercise.