Support Operations Executive

Job Summary:

Were looking for a proactive, detail-oriented Support Operations Executive to manage and streamline customer or internal support operations in a remote environment. The ideal candidate will coordinate support workflows, monitor service performance, resolve operational issues, and ensure a seamless support experience while maintaining service quality standards.

Key Responsibilities:

• Manage daily support operations and ensure smooth workflow execution
• Monitor, prioritize, and track support tickets to ensure timely resolution within SLAs
• Coordinate with customer support, technical teams, and internal departments to resolve issues
• Maintain accurate records of support cases, escalations, and resolutions
• Prepare reports and dashboards to track operational performance and support metrics
• Identify operational bottlenecks and recommend process improvements
• Assist in onboarding and training support team members on processes and tools
• Handle escalations and ensure prompt issue resolution
• Support documentation of SOPs, workflows, and support procedures
• Ensure adherence to company policies, quality standards, and customer service guidelines

Required Skills & Qualifications:

• Bachelors degree in Business Administration, Operations, IT, or related field
• 1–4 years of experience in support operations, customer support, technical support, or operations roles
• Strong communication and coordination skills
• Familiarity with ticketing and CRM systems (Zendesk, Freshdesk, Jira Service Management, Salesforce, HubSpot, etc.)
• Proficiency in Microsoft Excel, Google Sheets, and reporting tools
• Strong organizational and multitasking abilities
• Problem-solving mindset with attention to detail
• Ability to work independently in a remote setup

Preferred Qualifications:

• Experience in SaaS, IT services, e-commerce, fintech, or BPO environments
• Familiarity with SLA management, KPI tracking, and workflow optimization
• Basic understanding of technical troubleshooting and customer operations
• Experience working with global or distributed teams
• Knowledge of process improvement methodologies