Job Description

Introduction to the role:
We are seeking a support operations expert to join an Operations team that will support our partners.

This individual will directly support our partners, provide delightful partner support experiences and help to reduce operational issues with our partner programs and related products. Candidates will be self-motivated, organized, and excited about getting into the weeds with operational issues. Candidates should also be comfortable in ambiguity and flexible to frequent changes in a fast-moving environment. This role will be work from home (WFH) and based in Singapore.

Responsibilities
Up to 80% of the time

• Provide our partners with a delightful, high touch and effective support experience
• Onboard partners and serve as primary Ops point of contact
• Respond to inbound partner inquiries about product features, bugs, etc.
• Troubleshoot complex issues and translate pain points to effectively resolve issues
• Spot trends in partner issues and communicate feedback to cross-functional teams
• Operationalize processes to improve partner experience

Up to 20% of the time

• Improve our support workflows around issue resolution and product insights
• Develop product and issue specialization to improve the quality of support
• Help build and maintain a central knowledge base
• Train new employees on current workflows, standard processes, and internal tools

MINIMUM QUALIFICATIONS

• 2+ years of experience in operations, customer support , technical support, or account/partner management
• Experience using Excel and/or basic data & insights tools
• Strong written and verbal communication skills
• Strong attention to detail
• Proactiveness, adaptability, learning mindset
• Fluency in English in a business environment
• Able to work non-traditional hours (outside of 9am-6pm) occasionally

PREFERRED QUALIFICATIONS

• Experience in the media industry, support, or operations
• Experience with APIs

Job Reference: R22104900 Chloe Zheng Qimei
EA Registration No: R22104900, Zheng QiMei
Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544

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