Role Overview
This is a backoffice operations role focused on queue hygiene, ticket routing accuracy, escalation tagging and support workflow reporting. The goal is to help support teams respond faster, more accurately and with clearer ownership.
You will monitor ticket categories, identify routing errors, prepare operational summaries and escalate workflow issues that create delays or repeated work. The role suits someone who values structure, accuracy and process improvement.
Requirements
Experience with CRM, ticketing systems or support operations is preferred. Candidates should be detail-oriented, organized and comfortable with repetitive workflows that require consistent quality.
Clear documentation, pattern recognition in queues and communication with support leads are important. Zendesk, Salesforce, Freshdesk, Intercom, reporting dashboards or e-commerce support operations experience is a plus.