Operations Executive

Customer & Partner Support Executive

Location: Remote-first | Work from Office as required
Shift: Rotational Shifts
Experience: 1-3 Years
Employment Type: Full-time

About the Role

We are looking for a Customer & Partner Support Executive to manage customer and partner queries across international, including non-English-speaking, markets.

You will own support requests from first response through resolution, ensuring timely and accurate responses while working closely with internal teams to resolve issues. This is a SLA- and metrics-driven role, with primary focus on First Response Time (FRT) and Resolution TAT (RTAT).

Key Responsibilities

• Handle customer and partner queries through email, chat, ticketing and other support channels.
• Own tickets end-to-end and ensure timely resolution within defined FRT and RTAT.
• Prioritise tickets, manage ageing cases and proactively follow up to prevent SLA breaches.
• Support international customers/partners across non-English-speaking geographies using online translation tools.
• Translate and interpret customer communication accurately while maintaining context and tone.
• Coordinate with Product, Technology, Operations, Finance and other teams for issue resolution.
• Maintain accurate ticket updates, documentation and escalation details.
• Use Excel to maintain trackers, analyse ticket data, monitor ageing and prepare operational MIS.
• Identify recurring issues and contribute to process and support improvements.

What We're Looking For

• 13 years of experience in customer support, partner support, helpdesk or service operations.
• Strong written and verbal English communication skills.
• Good to advanced proficiency in Microsoft Excel — Pivot Tables, XLOOKUP/VLOOKUP, filters and basic data analysis.
• Comfortable using online translation tools such as Google Translate, DeepL or equivalent.
• Strong problem-solving, ownership and follow-up skills.
• Ability to work in a high-volume, SLA-driven environment.
• Comfortable working independently in a remote setup.
• Willingness to work in rotational shifts supporting international markets.
• Experience with international customers/partners or knowledge of an additional language is an advantage.

Key KPIs

First Response Time (FRT) | Resolution TAT (RTAT) | SLA Adherence | Ticket Quality | Backlog & Ageing