Job Description

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

Requirements

Requirements 🚀

Experience and skills: We highly value a strong company culture fit and an enthusiasm to learn, and we are committed to providing comprehensive training and support to our team members. Our ideal team member will possess the following qualities:

1. Empathetic: People in delivery operations roles should genuinely want to help other people. That desire begins with empathy and a willingness to understand another person's experience and see it through their eyes.
2. Tech savvy: Tech provides us with more ways than ever to communicate with each other. We refer to these as channels, and we often provide customer service simultaneously on many different channels.
3. Strong communicator: This job is about communicating with other people. Delivery Operations Specialists need to communicate well both verbally and in writing. Communication is about listening, then clearly articulating ideas and information in an authentic way.
4. Master of simplicity: When a customer makes the effort to reach out and ask for help, it's the Delivery Operations Specialist's job to quickly assess the problem, sort it all out, and then present the customer with the simplest answer possible.
5. Growth mindset: Products, technology, and policies will change over time, and you will need to change with them. You will need to demonstrate a drive for learning and growing.
6. Collaborative: This role requires excellent collaboration skills across teams, groups, and organisations, communicating effectively with all levels of management, both internally and externally, and comfortable working asynchronously across time zones.

Location note: candidates must already be authorised to work in their country of residence in the APAC region. This role is remote and does not include visa sponsorship or relocation.