Support Operations Expert (Remote)

PulseMediaNL is seeking a detail\-oriented and solutions\-driven Support Operations Expert to join our remote team. This role is essential in optimizing support processes, improving operational efficiency, and ensuring high\-quality customer and technical support experiences across the organization. **Responsibilities** **Support Operations \& Coordination** * Monitor and manage daily support operations to ensure efficient service delivery * Coordinate workflows, ticket management, and support processes across teams * Assist in maintaining service quality standards and operational performance * Identify and address operational bottlenecks to improve efficiency **Process Improvement \& Optimization** * Analyze support metrics and identify opportunities for process enhancement * Develop and implement best practices for support operations and workflows * Support the creation and maintenance of operational procedures and documentation * Collaborate with teams to improve customer and technical support experiences **Reporting \& System Management** * Track support performance, response times, and operational KPIs * Maintain accurate records of support activities, issues, and resolutions * Prepare reports and insights for management and internal teams * Ensure proper use of support tools, CRM systems, and operational platforms **Collaboration \& Support Excellence** * Work closely with customer service, technical support, and management teams * Assist with escalated operational concerns and support coordination * Provide guidance and recommendations to improve service delivery * Contribute to a positive, collaborative, and performance\-driven work environment **Requirements** **About the Ideal Candidate** * 2–4 years of experience in support operations, customer support, or a related role * Strong organizational and analytical skills * Excellent communication and interpersonal abilities * Ability to manage multiple priorities and workflows effectively * Problem\-solving mindset with strong attention to detail * Experience with ticketing systems, CRM platforms, or support tools is a plus * Comfortable working in a remote environment * Proactive, dependable, and process\-oriented attitude * Basic proficiency in Microsoft Office Suite or similar tools * High school diploma or equivalent required; additional education is a plus **What We Offer** * Meaningful contribution through operational support and process improvement * Remote\-first flexibility to support work\-life balance * Opportunities for professional growth and skill development * Collaborative and supportive team environment * Competitive compensation aligned with experience * Long\-term stability within a growing and service\-focused organization **Diversity \& Inclusion** We are committed to fostering a diverse, equitable, and inclusive workplace where everyone feels valued, respected, and empowered to contribute. All qualified applicants are encouraged to apply.