Operations Support Specialist

✨ What you’ll be working on

This Hybrid Operations Support Specialist opportunity in Bengaluru could be a great next step if you enjoy customer operations, troubleshooting, and improving day-to-day processes.

About the Company

Our hiring partner is looking for an experienced Operations Support Specialist to support a global SaaS platform used by customers across different regions.

You’ll work closely with Customer Success, Engineering, Product, Sales, and Implementation teams to make sure customers receive reliable support throughout onboarding and daily platform operations.

What You’ll Be Working On

In this role, you’ll help customers from onboarding through ongoing platform support while making sure daily operations run without interruptions.

Your responsibilities include:

• Own daily operational support during the assigned USA shift.
• Help onboard new customers and prepare them for successful go-live.
• Monitor customer requests, incidents, and escalations within SLA timelines.
• Troubleshoot platform issues and work with Engineering and Product teams to resolve them.
• Manage user access, platform configuration, and customer account settings.
• Validate customer data and maintain platform readiness.
• Keep operational reports, documentation, and shift handover notes up to date.
• Work with Customer Success, Product, Sales, and Engineering teams during product releases.
• Identify ways to improve operational processes and customer experience.
• Participate in weekend or holiday support on a rotating schedule.

What They’re Looking For

You’ll be a strong fit if you have:

• 4–6 years of experience in Operations Support, Customer Operations, Customer Success Operations, Technical Support, or SaaS Operations.
• Experience supporting customers based in the United States.
• Previous experience working in a 24×7 support environment.
• Good understanding of customer onboarding, production support, incident management, and SLA-based operations.
• Experience using CRM systems, ticketing tools, or customer support platforms.
• Strong communication and stakeholder management skills.
• The ability to prioritize work and solve problems independently.

Why Consider This Role?

If you enjoy improving processes, working with global customers, and collaborating across multiple teams, this role offers an opportunity to make a real impact.

You’ll gain experience supporting international customers while working in a fast-paced SaaS environment where teamwork, communication, and operational excellence are valued.