Customer Support Operations

Headquartered in Singapore with offices in Germany, Ukraine, and India, Affinidi empowers Data Owners like you and me to control and selectively share our verifiable credentials through decentralized technologies. Affinidi, along with Trustana and GoodWorker, are separate ventures under the LemmaTree Group, founded and funded by Temasek, a global investment firm.

Affinidi partners with governments and stakeholders within the travel and aviation, healthcare, and technology space to build a trusted ecosystem that enables safe travels across the globe. We also deploy decentralized technology and verifiable credentials to global businesses within financial services, to redefine the way they serve organizations and individuals, through Affinidi Finnovate.

As an employer, we're more than just a workplace. We believe in the strength of our diversity of thought and experiences. We love the journey as much as the destination, and we love belonging to a team that prides itself on mutual respect.

If you're passionate about decentralised technologies, we'd love to speak with you.

We're on a search for a **Customer Support Operations **with following attributes:

- **Customer Focus **_- You are the voice of the customer and their needs, putting them at the center of everything that you do_
- **_Change Management - _**_You are able to effectively identify internal and external processes of the company that requires change and the methods and manners in which the change should be implemented._
- **Dealing with Ambiguity**:

- _You are comfortable in dynamic environments with frequent pivots, and can create clarity from uncertainty with structure and risk mitigation_
- **Problem Solving** - _You love tackling challenging, complex issues and are able to work cross-functionally to resolve them_
- **Ownership** _- You are willing to whatever it takes to drive success for the team, working end-to-end to ensure customer delight_

**What you'll do**:

- Act as a single point of contact (trusted advisor) for Product and Engineering teams of the designated business with regards to Customer Support Operations processes and best practices.
- Manage internal IT Service Management tool (Zendesk) and provide relevant access rights to team members across the organization, and perform periodic administrative cleanup
- Set up Zendesk dashboards for each product, so business leaders can get insights on the ticket performance and customer pain points.
- Prepare and present bi-weekly Operations KPI report to management and provide recommendations process and product improvements.
- Work with ITSM team to set up and implement Incident Management processes on Zendesk.
- Work with business stakeholders to set up, enforce and maintain the Support Operations Process across each product
- Continually review and identify areas of improvement in the overall support framework
- Have at least 4 years of experience in Customer Support Operations
- Possess experiences in service delivery, system management, incident management and strategizing
- Are passionate about improving through innovation and extraordinary service
- Have consistent record maintaining new relationships, navigate complex organizations and influence multiple decision makers'
- Are eager to collaborate with internal teams to deliver customer satisfaction (i.e., Business Development, Support Engineering, and Product Management)
- Have knowledge in handling large data sets with strong data analytical skills with ability to organize and analyze information
- Are adept at report findings, presenting findings and a problem solver with an ability to learn, a real passion to help customers succeed
- Have a strong drive to reach the finish line and ability to follow up diligently, leaving no stones unturned

**Equal Opportunity Statement**

Our company embraces diversity in all of its forms and fosters an inclusive environment for all people to do the best work of their lives with us.

We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.