Support Operations Coordinator

About the RoleWe 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 OversightMonitor backend systems in line with established SOPs to ensure optimal performanceIdentify anomalies, escalate issues, and maintain operational continuityDeliver accurate and timely daily operational reportsProcess Optimization & SOP ManagementDesign, document, and continuously improve Standard Operating Procedures (SOPs)Streamline workflows to reduce friction for internal teams and enhance customer experienceDrive efficiency initiatives across support operationsTool & Workflow ManagementEnsure effective utilization of internal tools and systemsIdentify gaps in tooling and recommend improvements for better throughput and accuracySupport testing and implementation of new tools or system enhancementsReporting & Data AnalysisAnalyze operational data to identify trends, inefficiencies, and opportunities for improvementMaintain dashboards, documentation, and reports for leadership visibilityProvide actionable insights to support data-driven decision-makingCross-functional & Adhoc SupportCollaborate closely with management and cross-functional teamsSupport ad hoc initiatives such as process audits, documentation, testing, and system monitoringOperate independently or within teams to deliver high-quality outcomes under tight timelinesQualifications & Requirements:ExperienceMinimum 2+ years in Customer Support, Operations, or similar rolesExperience in process optimization or backend operations is highly preferredTechnical SkillsStrong proficiency in Google Workspace (Sheets, Docs, Slides)Experience with support tools, dashboards, or analytics platforms is a plusCore CompetenciesExceptional attention to detail and structured thinkingStrong analytical mindset with the ability to interpret data and identify patternsExcellent written and verbal communication skills (English required; Arabic is a plus)Ability to manage repetitive or detail-heavy tasks without loss of focus or qualityHighly adaptable in fast-paced, evolving environments