Support Operations Coordinator

About This Role

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