Backend Operations

About the company: At BID Operations, we are passionate about supporting our clients in their journey towards success. Our mission is to empower you to thrive by handling the essential yet time-consuming aspects of your business operations, allowing you to concentrate on strategic growth and innovation. About the role: We’re looking for a detail-oriented and proactive team member to support our Account Managers and assist with escalated customer issues. You’ll collaborate with internal teams, follow standard procedures, and help resolve complex problems independently. This role requires strong analytical skills, clear communication, and the ability to balance compliance with business needs. You'll also document actions, share feedback for improvement, and develop deep product knowledge to support the wider team. Elevate your career with us – apply now for a dynamic role in a thriving industry! Job Responsibility Provide prompt and professional support to Account Managers via email, with occasional direct communication with customers for escalated issues. Collaborate effectively with internal departments to address questions and align on account-related matters. Strong analytical skills with the ability to troubleshoot and resolve complex issues effectively and independently. Enforce company policies and determine when exceptions are appropriate, balancing business objectives with compliance. Follow established SOPs meticulously to ensure consistent, accurate task execution. Maintain a sense of urgency and professionalism when responding to internal or external queries. Record and document all actions taken to ensure transparency and accountability. Actively share feedback within the team and with relevant departments when identifying operational inefficiencies or process-related issues to support continuous improvement and enhance the customer experience. Develop deep knowledge of company products and services to serve as a subject matter expert and resource for others. Provide support and assistance to internal teams as needed, including handling funding-related matters and performing ad hoc tasks as assigned by management. Please keep in mind that this role will require coverage during public holidays and may involve shift work arrangements as per our business requirements. Your flexibility in this regard is greatly appreciated.