Support Operations Coordinator

About the Role

We are looking for a meticulous and systems-focused Support Operations Coordinator to strengthen our support team's operational framework. This role does not involve direct frontline customer support; instead, you will work behind the scenes to enhance workflow efficiency, monitor backend systems, and ensure smooth operational processes—helping to deliver a seamless experience for customers and support personnel alike. If you enjoy organizing structure, analyzing systems, and driving continuous improvements, this role allows you to influence the functioning of a high-performing support organization directly.

Key Responsibilities

• Oversee backend systems aligning with Standard Operating Procedures (SOPs) to ensure they function optimally.
• Detect irregularities, escalate issues promptly, and maintain uninterrupted operations.
• Prepare accurate daily operational reports in a timely manner.
• Develop, document, and continuously refine SOPs to improve processes.
• Enhance workflows to minimize obstacles for internal teams and improve customer interactions.
• Lead initiatives aimed at boosting efficiency within support operations.
• Manage the use of internal tools and systems effectively.
• Identify shortcomings in existing tools and suggest enhancements for greater accuracy and throughput.
• Assist with testing and deploying new tools or improvements to systems.
• Analyze operational data to uncover trends, inefficiencies, and prospects for improvement.
• Maintain dashboards, provide documentation, and generate reports to aid leadership insight.
• Offer actionable data-driven recommendations to support strategic decisions.
• Work collaboratively with management and interdisciplinary teams on various projects.
• Contribute to ad hoc activities including process audits, documentation updates, testing, and system monitoring.
• Deliver high-quality results independently or as part of a team under tight deadlines.

Qualifications & Requirements

• At least 2 years of experience in customer support, operations, or comparable roles.
• Background in process optimization or backend operational roles is strongly preferred.
• Proficiency with Google Workspace applications such as Sheets, Docs, and Slides.
• Experience using support tools, dashboards, or data analytics platforms is advantageous.
• Outstanding attention to detail with a structured approach to problem-solving.
• Strong analytical abilities to interpret complex data and recognize patterns.
• Excellent oral and written communication skills in English; Arabic language skills are a bonus.
• Ability to sustain focus and quality standards while performing repetitive or detail-intensive tasks.
• Adaptable to fast-changing and dynamic work environments.