Support Operations Expert (Remote)

About This Role

PulseMediaNL is seeking a detail-oriented and solutions-driven Support Operations Expert to join our remote team. This role is essential in optimizing support processes, improving operational efficiency, and ensuring high-quality customer and technical support experiences across the organization.

Responsibilities Support Operations & Coordination

• Monitor and manage daily support operations to ensure efficient service delivery
• Coordinate workflows, ticket management, and support processes across teams
• Assist in maintaining service quality standards and operational performance
• Identify and address operational bottlenecks to improve efficiency

Process Improvement & Optimization

• Analyze support metrics and identify opportunities for process enhancement
• Develop and implement best practices for support operations and workflows
• Support the creation and maintenance of operational procedures and documentation
• Collaborate with teams to improve customer and technical support experiences

Reporting & System Management

• Track support performance, response times, and operational KPIs
• Maintain accurate records of support activities, issues, and resolutions
• Prepare reports and insights for management and internal teams
• Ensure proper use of support tools, CRM systems, and operational platforms

Collaboration & Support Excellence

• Work closely with customer service, technical support, and management teams
• Assist with escalated operational concerns and support coordination
• Provide guidance and recommendations to improve service delivery
• Contribute to a positive, collaborative, and performance-driven work environment

Requirements About the Ideal Candidate

• 2–4 years of experience in support operations, customer support, or a related role
• Strong organizational and analytical skills
• Excellent communication and interpersonal abilities
• Ability to manage multiple priorities and workflows effectively
• Problem-solving mindset with strong attention to detail
• Experience with ticketing systems, CRM platforms, or support tools is a plus
• Comfortable working in a remote environment
• Proactive, dependable, and process-oriented attitude
• Basic proficiency in Microsoft Office Suite or similar tools
• High school diploma or equivalent required; additional education is a plus

**What We Offer**

• Meaningful contribution through operational support and process improvement
• Remote-first flexibility to support work-life balance
• Opportunities for professional growth and skill development
• Collaborative and supportive team environment
• Competitive compensation aligned with experience
• Long-term stability within a growing and service-focused organization

**Diversity & Inclusion** We are committed to fostering a diverse, equitable, and inclusive workplace where everyone feels valued, respected, and empowered to contribute. All qualified applicants are encouraged to apply.