Operations Analyst

Responsibilities

• Investigate client issues thoroughly and respond quickly - speed and accuracy matter.
• Escalate critical problems or time-sensitive requests to the appropriate teams without delay.
• Ensure every issue is tracked, followed up on, and resolved with clear communication.
• Work closely with internal teams to coordinate solutions and keep clients informed.
• Maintain strong documentation, clear handovers, and a high level of operational awareness.
• Identify recurring issues and suggest improvements to processes or workflows.

Requirements

• Basic technical literacy - comfortable understanding system behavior or platform logic, even without coding experience.
• Familiar with Google Sheets, API responses, or error logs to support investigations and root-cause analysis.
• Excellent communication skills - clear, calm, and professional under pressure.
• Strong analytical and problem-solving mindset, especially in fast-moving situations.
• Able to prioritize tasks, spot urgent issues, and act quickly.
• Responsible and dependable - willing to take ownership.
• Detail-oriented, proactive, and eager to improve operations continuously.

Shift Schedule, Breaks and Leave Policy

• Work is organised in 3 fixed 8-hour shifts for 24/7 customer support. Shift schedule:
• Morning 08:00 - 16:00
• Evening 16:00 - 00:00
• Night 00:00 - 08:00
• Each team member works 5 days a week.
• Shifts will follow a rotating schedule to ensure fair coverage and give everyone exposure to different time blocks.
• Shifts begin with a 15-minute handover to ensure smooth transitions and share important updates.
• There is no official meal break, but staff may take short breaks while remaining on standby, ensuring fast response at all times.
• Each employee is entitled to 30 days of annual leave, inclusive of public holidays, and 14 days of medical leave per year.