About the Role
We are seeking a detail-driven and systems-oriented Support Operations Coordinator to strengthen the operational backbone of our support function.
This is not a frontline support role. Instead, you will work behind the scenes to optimize workflows, monitor systems, and enhance operational efficiency—ensuring a seamless experience for both customers and support teams.
If you thrive on structure, analytics, and continuous improvement, this role offers the opportunity to directly impact how a high-performing support organization operates.
Key Responsibilities:
System Monitoring & Operational Oversight
- Monitor backend systems in line with established SOPs to ensure optimal performance
- Identify anomalies, escalate issues, and maintain operational continuity
- Deliver accurate and timely daily operational reports
Process Optimization & SOP Management
- Design, document, and continuously improve Standard Operating Procedures (SOPs)
- Streamline workflows to reduce friction for internal teams and enhance customer experience
- Drive efficiency initiatives across support operations
Tool & Workflow Management
- Ensure effective utilization of internal tools and systems
- Identify gaps in tooling and recommend improvements for better throughput and accuracy
- Support testing and implementation of new tools or system enhancements
Reporting & Data Analysis
- Analyze operational data to identify trends, inefficiencies, and opportunities for improvement
- Maintain dashboards, documentation, and reports for leadership visibility
- Provide actionable insights to support data-driven decision-making
Cross-functional & Adhoc Support
- Collaborate closely with management and cross-functional teams
- Support ad hoc initiatives such as process audits, documentation, testing, and system monitoring
- Operate independently or within teams to deliver high-quality outcomes under tight timelines
Qualifications & Requirements:
Experience
- Minimum 2+ years in Customer Support, Operations, or similar roles
- Experience in process optimization or backend operations is highly preferred
Technical Skills
- Strong proficiency in Google Workspace (Sheets, Docs, Slides)
- Experience with support tools, dashboards, or analytics platforms is a plus
Core Competencies
- Exceptional attention to detail and structured thinking
- Strong analytical mindset with the ability to interpret data and identify patterns
- Excellent written and verbal communication skills (English required; Arabic is a plus)
- Ability to manage repetitive or detail-heavy tasks without loss of focus or quality
- Highly adaptable in fast-paced, evolving environments
