Job Description

We are seeking a highly organised and detail-oriented

SaaS

Operations Assistant

to support our different teams (i.e support & billing). The successful candidate will play a vital role in ensuring smooth daily operations by managing various clerical and monitoring tasks. You'll be helping to coordinate people, improving workflow, and helping the team stay aligned as our product evolves.

Day-to-day tasks include:

Monitor incoming support tickets and customer inquiries to ensure proper labeling, priority setting, and assignment to the correct team or specialist. Track response and resolution times and follow up when items fall behind. Review ticket quality to confirm the issue was fully solved and the response was clear. Answer phone calls professionally, demonstrating good phone etiquette and organisational skills. Assist with basic billing-related tasks (e.g., invoice checks, subscription status verification, forwarding billing-specific cases to the billing team). Track whether tickets are being answered with existing wiki guides or videos. Work across teams to advocate for customer-impacting items and push priorities when required. Support the development of our in-house helpdesk software by proposing improvements, logging requests, and testing new updates. Assist with other administrative or operational tasks that help keep our SaaS business running smoothly.

With time & knowledge, You should also be able to:

Own escalations. Set the steps, coordinate with engineering, schedule calls when needed, and keep issues moving. Produce weekly reports covering support performances, backlog risks, team workload etc. Identify customers with high ticket volume or repeated issues and flag who needs action. Highlight which issues are draining time and how to improve efficiency across the team. Identify when materials are missing and create & coordinate tasks for the support team to build new articles or videos.

Who we're looking for:

Very organised and comfortable managing many moving parts. Strong communicator who follows-up consistently and keeps track across support, engineering, sales, product etc. Comfortable using software tools, giving feedback, testing new features. Someone who enjoys structure, process and improving them. Ideally the person should have some knowledge base, interest or experience with ticketing systems, SaaS products and helpdesk flows.
Join us, in shaping smoother operations and better customer experience!

Job Type: Full-time

Pay: From $41,000.00 per year

Benefits:

401(k) matching Health insurance Paid time off
Work Location: In person