Support Operations Coordinator

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 Show more Show less