At the company, product is at the core of everything we do. This role is not just about handling tickets — it’s about deeply understanding our users, solving real problems, and delivering exceptional support experiences. We’re looking for a talented Operations Support Specialist to join our growing team and ensure our clients operate smoothly every day.
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We are seeking an Operations Support Specialist responsible for managing incoming support requests and operational queries from clients in a fast-paced, shift-based environment. This role requires strong communication skills, a high level of ownership, and the ability to work closely with clients in real-time, ensuring timely resolution of issues and a seamless customer experience. Success in this role depends on your ability to prioritize effectively, maintain continuity across shifts, and deliver consistent, high-quality support. This is a shift-based role, including afternoon/evening hours and weekend coverage, with clear ownership of support during assigned shifts.
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
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)
