Operations Support Specialist

Job Description

REQUIREMENTS

• 3-5 years of experience in operations support, customer support, or service roles
• Strong communication skills (written and verbal)
• Ability to handle multiple requests simultaneously in a fast-paced environment
• Strong attention to detail and organizational skills
• Ability to analyze issues and distinguish between bugs, feature requests, and usage-related queries
• Customer-first mindset with a strong problem-solving approach
• Comfortable working with support tools, ticketing systems, and internal dashboards
• Strong product mindset with the ability to understand user behavior and workflows
• Experience in SaaS, hospitality, or technology-driven environments is a strong advantage
• Fluency in English and Arabic is required (French is a plus)
• Willingness to work in a shift-based schedule (including evenings and weekends)

RESPONSIBILITIES

• Actively monitor, manage, and respond to incoming customer support requests in real-time (ticketing systems, email, internal tools)
• Provide non-technical product assistance, guidance, and operational support to clients
• Handle requests related to product usage, configurations, workflows, and general support
• Identify and classify requests as bugs, feature requests, or support inquiries
• Raise clear, well-structured tickets with Product/Engineering teams, including context, steps, and priority
• Coordinate internally with Product, Operations, and Customer Success teams to resolve issues
• Track, prioritize, and follow up on support tickets to ensure timely resolution
• Maintain accurate records of requests, actions taken, and resolution status
• Own support coverage during assigned shifts, ensuring SLAs and response times are met
• Perform structured handovers between shifts to ensure continuity and no loss of context
• Identify recurring issues and share insights with Product and Operations teams
• Support clients during manual or interim processes while automation is being implemented
• Ensure a high-quality, professional, and empathetic customer experience at all times
• Adhere to internal SLAs and operational support guidelines

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