Customer Operations Systems Specialist (Help Desk & Execution Lead)
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Job Location:
Cape Town - South Africa
Monthly Salary:
Not Disclosed
Posted on:
5 days ago
Vacancies:
1 Vacancy
Job Summary
The Opportunity
This is not a typical customer support role.
We are building the operating system for customer operations across multiple countries and we are looking for someone who can run it enforce it and improve it daily.
This role is execution-heavy and systems-driven with a strong focus on:
- Ticketing
- Resolution
- SOP execution
- Cross-team coordination
If tickets are not created tracked escalated and closed properly this role owns it.
What Youll Own (Core Focus)
1. Ticketing Tracking & Resolution (CRITICAL)
- Create a ticket for every customer issue no exceptions
- Ensure tickets are properly categorized assigned and tracked
- Own the full lifecycle: creation follow-up resolution confirmation
- Enforce SLA compliance and response times
- Follow up internally across teams until resolution is complete
- Ensure clear and consistent communication with customers
- Maintain zero loose ends every ticket must be closed properly
- Identify recurring issues and escalate patterns
This is the most important responsibility in the role
2. SOP Execution & Daily Operations
- Execute and enforce all Standard Operating Procedures (SOPs) in real time
- Ensure processes are followed consistently across teams
- Track operational activities and ensure they are properly logged in the system
- Act as the coordination point between Operations Finance and Field teams
- Ensure issues are handled quickly correctly and with full accountability
3. Systems & Workflow Discipline
- Operate and maintain ticketing systems (Zendesk Zoho etc.)
- Ensure correct routing tagging and escalation flows
- Train and guide agents on proper system usage
- Enforce structured workflows and accountability
- Improve processes where inefficiencies or gaps exist
4. Data Reporting & Insight
Daily
- Monitor dashboards and ticket queues
- Identify delays gaps or operational issues early
Weekly
- Report on ticket performance resolution times and operational trends
- Highlight risks and areas for improvement
Monthly
- Share structured insights and recommendations
- Track performance and system effectiveness
What Were Looking For
- Strong execution mindset you focus on getting things done daily
- Highly organized and detail-oriented
- Experience in:
- Help Desk / Support Ops / Customer Operations
- Ticketing systems (Zendesk Zoho Freshdesk etc.)
- Help Desk / Support Ops / Customer Operations
- Strong ownership mentality you follow through until completion
- Comfortable managing multiple tasks across teams simultaneously
- Clear and structured communicator
Bonus
- Experience in fintech logistics or operations-heavy environments
- Experience managing or training support agents
- Exposure to structured operational processes or audits
Why This Role is Different
- You are not just responding to tickets you own their outcome
- You directly impact operations across multiple countries
- You help enforce discipline structure and accountability
Required Experience:
IC
Key Skills
About Company
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