Helpdesk Lead


1 opening
Preferred Educational Attainment
Graduated from college
14 days ago
Application deadline
in 14 days
Recruiter responds
0% of the time
Recruiter last seen
3 days ago
Information Technology / IT
Employment Type
Full time
Office Address
Makati, Makati, Philippines
Minimum Qualifications:
Graduated from college

At least 2 years experience in a leadership position over a Service or Help Desk Team...

A proven ability to recover and retain Clients wishing to cancel service...

A cool-headed and optimistic temperament that allows you to run a team effectively as well as ensuring our clients, even if they're having a bad day, are happy they talked to us!

Job Description

You'll coordinate the Help Desk Team Members in their daily duties of attending to clients who come in contact with us to make inquiries or get assistance...

You'll be helping nurture and facilitate the great customer service culture in the team, which is critical to the success of our business and brand...

You'll evaluate and assess certain Key Performance Metrics for the team and conduct client surveys to measure our level of service delivery...

You'll keep a record of daily operations at the Help Desk so we can better track the needs of our clients, analyse the services rendered and keep for future reference...

You'll help design and create a Mode of Operations, which the Help Desk Team can adhere to in order to maintain a good and steady routine and structure...

You'll delegate specific Help Desk responsibilities to Team Members in order to create Specializations within the Team and increase the pace of service delivery...

You'll review all client complaints, rectify issues and liaise with appropriate Team Members to handle complex issues, with the goal of providing more effective solutions...

You'll be able to handle difficult clients (and their complaints) when escalated and also manage to retain clients when they're considering cancellation of the service...

You'll observe Help Desk Operating Techniques to determine how effective they are and suggest and implement new techniques where current Operations can be improved...

You'll run regular scheduled Team Meetings and interact with the rest of the Virtual Team as and when needed...

And ultimately you'll be ensuring our Help Desk Team remains to be held in the highest regard – while pushing to take it to even greater heights!


If you get sick a lot, have drama in your life, or have other commitments that get in the way of your work, then please do not apply as reliability and focus is key to this position.

Our Team is highly skilled and know what they're doing, and should be doing. This means the role isn't a simple chair-warming exercise. We need someone who takes pride in their work, who appreciates the significance of their role and who strives to help get the best out of The Team and take us even further.

About Codeflow
We're a fast-growing, well-funded B2B SaaS Startup riding the momentum of our best years to date. In the past six months alone, we've developed and launched our most successful SaaS product yet and hit Seven Figure Sales in just five months. Our SaaS has entered a market ripe for disruption. With just small innovations, we're already taking rapid market share and are poised for even more explosive growth going forward in 2015. Our growth has been so rapid that our current virtual team is now struggling with systems, project management and general operations. We've reached the limits of our current capacity and our team now thirsts for someone who can handle a group of talented, passionate individuals - and get the best from them, so we can continue to work in synergy and take things to the next level! Thousands of online business professionals currently rely on us to assist in the growth and marketability of their companies. We have a lot more ideas in store for 2015, and need someone who is ready to pitch in and help us grow! In return, you'll be joining a virtual team who considers itself more of a family than a 'work force'. Our company has strong emphasis on 'cool working, cool living'. You will always be given the support you need, and you'll get to enjoy working in a lively and passionate environment, with equally enthusiastic people from all over the world. Among our main concerns, is that you enjoy your work and can address the demands of the role with a positive and passionate perception. At the same time we continue to push boundaries and embrace the opportunity to work at the edge of our comfort zones, to develop mastery over new sets of skills and abilities - letting us take the market by storm. In short - working with us is not only going to be fun, it's also going to make you a more valuable asset in every regard.

People who applied to this job also applied to
Recruiter was last seen 28 minutes ago 
Hiring until 26 Nov
Recruiter was last seen 12 days ago 
Hiring until 30 Oct
Recruiter was last seen 4 days ago 
Hiring until 14 Nov
Recruiter was last seen 4 hours ago 
Hiring until 27 Jan
Recruiter was last seen a month ago 
Hiring until 26 Jul