Customer Operations Systems Specialist (Help Desk & Execution Lead)

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 .

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