Delivery Operations Specialist, Philippines

About the Role

The ideal candidate will bring technical expertise in delivery operations, a strong ability to troubleshoot and resolve complex issues, and excellent communication skills to ensure customer satisfaction.

Note: Grip is a global company. This role extends our support coverage into the APAC business day. You'll work APAC hours (aligned to your local time zone) with some overlap built in for clean handovers to and from the EU/US team. Some shift flexibility may be needed around major live events.

Working in the Delivery Operations team at Grip means you're responsible for contributing to a thriving professional support team with great customer service and the ability to meet the needs of event participants and clients who seek assistance with our platform, providing event technical support in written form via HubSpot. As the APAC point of contact, you'll be the first point of contact for clients and end users running events in the region during their own working hours.

Things move pretty fast at Grip so, although your role will be focused on supporting our clients and internal delivery team, it's likely you'll end up wearing quite a few hats and gaining experience across a variety of responsibilities, allowing you to discover opportunities for personal development and career progression.

Core Responsibilities

• Prioritise and process event participant, customer, and partner requests (in written form via emails), with awareness of event timing and urgency
• Investigate and resolve queries/tickets efficiently, reproducing issues and checking event configuration before concluding
• Provide assistance to customers/partners experiencing technical issues
• Maintain accurate service records and categorise tickets consistently in HubSpot
• Keep communication/data exchanges/information private and secure
• Learn how to use our product, support systems, and technology (HubSpot, Jira, Salesforce, Slack, Notion) to deliver great customer care
• Liaise with company partners to ensure event participants/customers are serviced
• Work with the operations team to drive positive customer satisfaction results
• Work with the product team to enhance/maintain our Knowledge Base, and raise bugs to engineering (GSD/Jira) with clear internal notes
• Provide ongoing reporting on queries/identified trends
• Action internal delivery tickets and support wider team initiatives when required
• Own clear written handovers to and from the EU/US team at the start and end of the APAC day