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