Operations Support Specialist

🔥 1 hour ago

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Servme

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2017

🏨 Hospitality

☁️ SaaS

🤝 B2B

Hospitality • SaaS • B2B

Servme is a guest-experience platform for hospitality operators, built in MENA and used by 3,000+ venues (restaurants, hotels, F&B groups and entertainment venues). It unifies the entire guest journey — discovery, booking, arrival, service and return — with tools for commission-free bookings, smart waitlists, WhatsApp/SMS/email communications, pre-arrival VIP flags and preferences, live floor management, payments and integrations with PoS, PMS and other systems. Servme positions itself as a growth partner for operators by providing revenue analytics, guest profiles, automated follow-ups and a dedicated account manager, plus white-glove onboarding, free data migration and a subscription pricing model with no commission fees.

📋 Description

• Actively **monitor, manage, and respond to incoming customer support requests in real-time** (ticketing systems, email, internal tools) • Provide **non-technical product assistance, guidance, and operational support** to clients • Handle requests related to **product usage, configurations, workflows, and general support** • Identify and classify requests as **bugs, feature requests, or support inquiries** • Raise clear, well-structured tickets with Product/Engineering teams, including context, steps, and priority • Coordinate internally with Product, Operations, and Customer Success teams to resolve issues • Track, prioritize, and follow up on support tickets to ensure timely resolution • Maintain accurate records of requests, actions taken, and resolution status • **Own support coverage during assigned shifts**, ensuring SLAs and response times are met • **Perform structured handovers between shifts** to ensure continuity and no loss of context • Identify recurring issues and share insights with Product and Operations teams • Support clients during **manual or interim processes** while automation is being implemented • Ensure a **high-quality, professional, and empathetic customer experience** at all times • Adhere to internal SLAs and operational support guidelines

🎯 Requirements

• 3-5 years of experience in **technical support, integrations support and service roles** • Ability to triage and analyze issues — distinguishing between bugs, integration/API errors, feature requests, and usage-related queries • Hands-on experience troubleshooting integrations (APIs, webhooks, third-party platforms) and writing clear, reproducible bug reports for engineering teams • Strong communication skills (written and verbal) • Ability to **handle multiple requests simultaneously in a fast-paced environment** • Strong attention to detail and organizational skills • Ability to analyze issues and distinguish between **bugs, feature requests, and usage-related queries** • Customer-first mindset with a strong problem-solving approach • Comfortable working with **support tools, ticketing systems, and internal dashboards** • Strong product mindset with the ability to understand user behavior and workflows • Experience in **SaaS, hospitality, or technology-driven environments** is a strong advantage • Fluency in **English and Arabic** is required (French is a plus) • Willingness to work in a **shift-based schedule (including evenings and weekends)**