Support Operations Lead

SUMMARY:
FEEL THE RHYTHM. ORCHESTRATE THE CARNIVAL.
Every great performance depends on a seamless, energetic, and perfectly synchronized beat behind the spectacle. We are seeking a Batucada Maestro—a Support Operations Lead who doesn’t just manage processes but conducts a vibrant, living system. This role is the heartbeat of the support operation, ensuring every element—from people to platforms—moves in harmony to create an unforgettable experience. If you can feel the rhythm of a team and orchestrate a workflow that dances, your stage is ready.

POSITION INFO:

Conduct the Batucada: Direct and synchronize the daily operations of the support team, ensuring a fluid and energetic response to every client need
Compose the Rhythm: Design, implement, and optimize support workflows and processes that are as efficient as they are dynamic
Tune the Instruments: Manage and refine key support platforms and tools, ensuring they perform in perfect harmony with the team's needs
Lead the Parade: Mentor and guide a team of support specialists, fostering their growth and maintaining the high-energy cadence of excellence

Skills & Experience:
A Natural Rhythm: 2-3 years of experience conducting a team in a fast-paced, client-facing environment
Master of the Instruments: Proficiency in key support platforms (e.g., Zendesk, Jira, Salesforce Service Cloud) and operational analytics
The Maestro's Ear: Excellent communication and interpersonal skills to keep the entire ensemble aligned and motivated
Impeccable Timing: Strong organizational and problem-solving abilities to maintain the operational cadence and quickly resolve dissonance

Qualification:
Tertiary qualification preferred 


Contact JADE PERUMAL on or 021 418 1750, quoting the Ref: CTI005802

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