The Opportunity

This is not a typical customer support role.

We are building the operating system for customer operations across multiple countries, and we are looking for someone who can run it, enforce it, and improve it daily.

This role is execution-heavy and systems-driven, with a strong focus on:

Ticketing
Resolution
SOP execution
Cross-team coordination
👉 If tickets are not created, tracked, escalated, and closed properly — this role owns it.

Discover more
Professional development books
Local co-working space passes
Employer branding solutions

What You’ll Own (Core Focus)
1. Ticketing, Tracking & Resolution (CRITICAL)
Create a ticket for every customer issue — no exceptions
Ensure tickets are properly categorized, assigned, and tracked
Own the full lifecycle: creation → follow-up → resolution → confirmation
Enforce SLA compliance and response times
Follow up internally across teams until resolution is complete
Ensure clear and consistent communication with customers
Maintain zero loose ends — every ticket must be closed properly
Identify recurring issues and escalate patterns
👉 This is the most important responsibility in the role

2. SOP Execution & Daily Operations
Execute and enforce all Standard Operating Procedures (SOPs) in real time
Ensure processes are followed consistently across teams
Track operational activities and ensure they are properly logged in the system
Act as the coordination point between Operations, Finance, and Field teams
Ensure issues are handled quickly, correctly, and with full accountability

3. Systems & Workflow Discipline
Operate and maintain ticketing systems (Zendesk, Zoho, etc.)
Ensure correct routing, tagging, and escalation flows
Train and guide agents on proper system usage
Enforce structured workflows and accountability
Improve processes where inefficiencies or gaps exist

4. Data, Reporting & Insight
Daily

Monitor dashboards and ticket queues
Identify delays, gaps, or operational issues early
Weekly

Report on ticket performance, resolution times, and operational trends
Highlight risks and areas for improvement
Monthly

Share structured insights and recommendations
Track performance and system effectiveness

What We’re Looking For
Strong execution mindset — you focus on getting things done daily
Highly organized and detail-oriented
Experience in:
Help Desk / Support Ops / Customer Operations
Ticketing systems (Zendesk, Zoho, Freshdesk, etc.)
Strong ownership mentality — you follow through until completion
Comfortable managing multiple tasks across teams simultaneously
Clear and structured communicator

Bonus
Experience in fintech, logistics, or operations-heavy environments
Experience managing or training support agents
Exposure to structured operational processes or audits

Why This Role is Different
You are not just responding to tickets — you own their outcome
You directly impact operations across multiple countries
You help enforce discipline, structure, and accountability