Support Operations Coordinator
MB Services FZ LLC
Dubai
Updated on September 11, 2026
- On-site
- Contractor
- Mid-level
Job Description
We are seeking a detail-driven and systems-oriented Support Operations Coordinator to strengthen the operational backbone of our support function.
This is not a frontline support role. Instead, you will work behind the scenes to optimize workflows, monitor systems, and enhance operational efficiency—ensuring a seamless experience for both customers and support teams.
If you thrive on structure, analytics, and continuous improvement, this role offers the opportunity to directly impact how a high-performing support organization operates.
Key Responsibilities:
System Monitoring & Operational Oversight
Monitor backend systems in line with established SOPs to ensure optimal performance
Identify anomalies, escalate issues, and maintain operational continuity
Deliver accurate and timely daily operational reports
Process Optimization & SOP Management
Design, document, and continuously improve Standard Operating Procedures (SOPs)
Streamline workflows to reduce friction for internal teams and enhance customer experience
Drive efficiency initiatives across support operations
Tool & Workflow Management
Ensure effective utilization of internal tools and systems
Identify gaps in tooling and recommend improvements for better throughput and accuracy
Support testing and implementation of new tools or system enhancements
Reporting & Data Analysis
Analyze operational data to identify trends, inefficiencies, and opportunities for improvement
Maintain dashboards, documentation, and reports for leadership visibility
Provide actionable insights to support data-driven decision-making
Cross-functional & Adhoc Support
Collaborate closely with management and cross-functional teams
Support ad hoc initiatives such as process audits, documentation, testing, and system monitoring
Operate independently or within teams to deliver high-quality outcomes under tight timelines
Qualifications & Requirements:
Experience
Minimum 2+ years in Customer Support, Operations, or similar roles
Experience in process optimization or backend operations is highly preferred
Technical Skills
Strong proficiency in Google Workspace (Sheets, Docs, Slides)
Experience with support tools, dashboards, or analytics platforms is a plus
Core Competencies
Exceptional attention to detail and structured thinking
Strong analytical mindset with the ability to interpret data and identify patterns
Excellent written and verbal communication skills (English required; Arabic is a plus)
Ability to manage repetitive or detail-heavy tasks without loss of focus or quality
Highly adaptable in fast-paced, evolving environments
Requirements
Critical Requirements
- Experience: 2+ years in a Customer Support or Operations role with a customer first mindset
- Technical Literacy: High proficiency in G-suite and other software proficiency is a plus
- Strong spoken and written English. Arabic is a plus.
- Not get bored with the details: Self-motivated and be able to adapt to evolving or repeating tasks without getting bored with the details or the type of tasks.
- Adaptability: In a fast-paced environment, you can pivot priorities without losing focus on long-term projects.
- Innovative mindset
Important Requirements
- System monitoring: Monitor the backend systems as per SOPs and conduct daily reporting.
- Process Optimization: Design, document, and maintain standard operating procedures (SOPs) to reduce friction for both agents and customers.
- Tool Management: Ensure the provided tools maximize throughput and guarantee accurate error identification and reporting.
- Reporting & Analytics: Share daily reports and maintain various documentation to serve management requirements.
- Adhoc support: Be ready to work alone or in teams to delivery adhoc tasks such as document creation, testing, process shadowing, support system monitoring; etc.
Nice to Have Requirements
- Minimum 2+ years in Customer Support, Operations, or similar roles
- Experience in process optimization or backend operations is highly preferred
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