Head of Support Operation

We are a fast-growing SaaS company in the EduTech space, operating mainly in Singapore, Vietnam, and Malaysia, with almost 2000 schools as customers. Our mission is to revolutionize early childhood education through technology and provide innovative, scalable solutions to our customers. With a team of 60 talented individuals, we are committed to transforming the way education is delivered in the Southeast Asian region and beyond. About the Position Title: Head of Support Operations Location: Indonesia or Vietnam Department: Support Operations Reports to: CPO Build and lead a structured Support Operations function that protects Product and Engineering focus by: Owning escalation governance Reducing recurring operational issues Designing operational control frameworks Turning reactive support into system-driven prevention This role ensures operational stability in a complex SaaS environment involving billing automation, subsidy logic, student lifecycle workflows, and bank integrations. What You Will Be Doing Escalation Governance & Triage Control Own and enforce escalation ladder (L1–L3) Design structured intake templates (mandatory reproduction steps & impact analysis) Classify all escalations into: Training issue Configuration issue Data integrity issue Product gap Confirmed bug Block incomplete or low-quality tickets from reaching PM/Engineering Define severity levels and SLA framework Operational Systems Architecture Map and document end-to-end system flows: Enrolment lifecycle Monthly billing cycle Subsidy computation Student transfers Refund / credit note handling Payment integrations (PayNow, GIRO, NETS) Build and maintain “Known Issues” database Identify system edge cases and failure patterns Ensure release impact is operationally assessed Noise Reduction & Root Cause Elimination Produce weekly recurring issue analysis Quantify frequency, impact, and root causes Partner with Product to eliminate top recurring issue categories Implement preventive process controls and validation checks Target 30–40% reduction in recurring issue volume within 6 months Support Team Leadership & Capability Building Train support team in structured triage and root cause thinking Improve ticket quality standards Build documentation discipline Define operational KPIs and performance metrics Mentor Senior Support Ops Lead as second-in-command Cross-Functional Alignment Act as operational buffer between Account Management and Product Provide structured impact summaries to PM Influence roadmap prioritization using operational data Ensure alignment between product release and support readiness What We Are Looking For Experience & Background 5+ years in SaaS support / service operations / operations management Experience managing complex workflow-based systems (ERP, fintech, gov-tech, billing-heavy SaaS preferred) Proven track record of building escalation frameworks Experience reducing recurring issue volume through structural improvements Skills & Competencies Strong root cause analysis capability Comfortable reading data logs and workflow logic Able to dissect complex scenarios logically Structured documentation ability Data-driven mindset Interview Process Role Challenge Technical Interview with CPO Compensation and Benefits Competitive Salary 15 days of annual leave and 1 birthday leave per year Social insurance and private VBI insurance Yearly performance bonus Flexible working mode (hybrid/remote) Welfare benefit up to 400,000 VND/pax/month Annual mid-year company retreat Work equipment with MacBook provided Location: Hanoi Office: 189 Nguyen Ngoc Nai, Phuong Liet, Ha Noi HCM: 100% Work From Home