Head of Support Operations

We are a fast-growing SaaS company in the EduTech space, operating mainly in Singapore, Vietnam, and Malaysia, with almost 2000 schools as customers. Our mission is to revolutionize early childhood education through technology and provide innovative, scalable solutions to our customers. With a team of 60 talented individuals, we are committed to transforming the way education is delivered in the Southeast Asian region and beyond.

About the Position Title: Head of Support Operations Location: Jakarta, Indonesia Department: Customer Support Reports to: CPO

Build and lead a structured Support Operations function that protects Product and Engineering focus by:

Owning escalation governance

Reducing recurring operational issues

Designing operational control frameworks

Turning reactive support into system-driven prevention

This role ensures operational stability in a complex SaaS environment involving billing automation, subsidy logic, student lifecycle workflows, and bank integrations.

What You Will Be Doing

Escalation Governance & Triage Control

Own and enforce escalation ladder (L1–L3)

Design structured intake templates (mandatory reproduction steps & impact analysis)

Classify all escalations into:

Training issue

Configuration issue

Data integrity issue

Product gap

Confirmed bug

Block incomplete or low-quality tickets from reaching PM/Engineering

Define severity levels and SLA framework

Operational Systems Architecture

Map and document end-to-end system flows:

Enrolment lifecycle

Monthly billing cycle

Subsidy computation

Student transfers

Refund / credit note handling

Payment integrations (PayNow, GIRO, NETS)

Build and maintain “Known Issues” database

Identify system edge cases and failure patterns

Ensure release impact is operationally assessed

Noise Reduction & Root Cause Elimination

Produce weekly recurring issue analysis

Quantify frequency, impact, and root causes

Partner with Product to eliminate top recurring issue categories

Implement preventive process controls and validation checks

Target 30–40% reduction in recurring issue volume within 6 months

Support Team Leadership & Capability Building

Train support team in structured triage and root cause thinking

Improve ticket quality standards

Build documentation discipline

Define operational KPIs and performance metrics

Mentor Senior Support Ops Lead as second-in-command

Cross-Functional Alignment

Act as operational buffer between Account Management and Product

Provide structured impact summaries to PM

Influence roadmap prioritization using operational data

Ensure alignment between product release and support readiness

What We Are Looking For Experience & Background

7+ years in SaaS support / service operations / operations management

Experience managing complex workflow-based systems (ERP, fintech, gov-tech, billing-heavy SaaS preferred)

Proven track record of building escalation frameworks

Experience reducing recurring issue volume through structural improvements

Skills & Competencies

Strong root cause analysis capability

Comfortable reading data logs and workflow logic

Able to dissect complex scenarios logically

Structured documentation ability

Data-driven mindset

Interview Process

Role Challenge

Technical Interview (with CPO)

#J-18808-Ljbffr