Operations Coordinator - Premium Support & Technical Operations

Operations Coordinator - Premium Support & Technical Operations

• Location: Remote working within the UK
• Contract: 11 months
• Hours: Monday-Friday, 9am-6pm

Are you the person who likes to get to the bottom of an issue rather than simply pass it on?

We're looking for an experienced Operations Coordinator to join a high-performing global support team working across technical product issues, policy cases and high-priority partner support.

This is a hands-on role for someone with a real "fixer" mentality - someone who enjoys troubleshooting, asking the right questions, owning issues through to resolution and working closely with engineering and cross-functional teams.

The role is split across two core areas: Product/Bug Support and Policy Operations. On the product side, you'll investigate issues, reproduce bugs where possible and escalate technically accurate cases to engineering. On the policy side, you'll review escalated requests against documented rules and make clear, consistent judgement calls.

What you'll be doing

• Manage your own queue of incoming support and operational cases
• Troubleshoot complex product issues using structured investigation and root cause analysis
• Reproduce bugs and translate user-reported problems into clear, technically useful information for engineering
• Review policy-related requests and apply documented guidelines accurately and consistently
• Own cases from initial investigation through escalation and resolution
• Follow up with engineering and internal teams to keep issues moving
• Support high-priority and sensitive cases requiring sound judgement and attention to detail
• Identify recurring problems, trends and opportunities to improve workflows
• Document investigation findings and contribute to playbooks and knowledge resources
• Work across multiple internal systems while maintaining strong case quality and backlog management

The workload is ticket-based, with agents owning their own queue. Volumes can range from around 12 tickets on quieter days to 30 on busier days, with success measured through effective backlog management and the quality of case handling.

What we're looking for

• Around 2-4+ years' experience in technical support, customer support, operations, partner support, Trust & Safety or a similar fast-paced environment
• Strong troubleshooting skills and a genuine desire to solve problems rather than simply process tickets
• Excellent written English and the ability to communicate clearly, accurately and professionally
• Ability to take a non-technical description of a problem and translate it into information an engineering team can act on
• Naturally inquisitive - comfortable asking questions, digging deeper and challenging assumptions
• Experience managing multiple cases, priorities or tickets at the same time
• Confidence applying guidelines and making judgement calls in ambiguous situations
• Strong attention to detail and a high standard of written communication
• Comfortable working in a fast-moving environment where workflows may continue to evolve
• Experience working with global teams and multiple stakeholders

Particularly valuable experience

Experience in technical support, email or ticket-based support, Trust & Safety, platform operations, identity or verification workflows, policy operations, escalation management, data analysis or AI-enabled workflow improvement would be highly relevant.

This role will suit someone who gets genuine satisfaction from fixing difficult problems, communicating clearly and making sure an issue is properly resolved - not simply closed.

Next Steps:

Please apply with your CV. All applications will be dealt with in the strictest of confidence by Jean at Principle