A backend operations role focused on tracking unfulfilled, delayed, and stuck orders across a brand portfolio to resolve fulfillment issues before they become customer complaints.
Locations (2)
Malaysia
Philippines
Compensation
Competitive salary based on experience
Responsibilities
Monitoring fulfillment and delivery status across all active orders to ensure shipments go out on time and on schedule
Proactively tracking all unfulfilled orders — with particular attention to orders pending between 30–180 days — driving each one to a clear resolution
Identifying delayed, stuck, missed, or partially fulfilled orders and coordinating the appropriate fix — whether that's a reshipment, refund, or escalation
Tracking cases where orders contain multiple SKUs but only part of the order has been fulfilled
Escalating fulfillment issues that require refunds, reshipments, or operational decisions to the correct team
Lead and manage customer support operations for the GGB US Mid Market vertical, ensuring high-quality service delivery and customer satisfaction while fostering a culture of collaboration and continuous improvement.
Responsibilities
Act as the primary point of contact for the branch
Own and maintain a trusted source of truth for Customer Operations knowledge, creating, editing, publishing, and retiring internal guides, SOPs, decision trees, macros, and external Help Center articles as needed.
Responsibilities
Create, edit, organize, publish, and retire internal guides, SOPs, decision trees, job aids, troubleshooting guides, team macros, and other knowledge resources for Customer Operations.
Translate complex support policies, product behavior, compliance requirements, and operating processes into clear, action-oriented guidance for frontline and operational teams.
Maintain logical content architecture, naming, metadata, ownership, and findability so users can locate and apply the right guidance quickly.
Create and maintain macros that help agents provide accurate, consistent, empathetic responses; keep macro language, usage instructions, and escalation guidance aligned with internal policies and workflows.
Create and maintain external Help Center articles in partnership with content owners, adapting internal guidance for client and provider self-service while protecting sensitive operational information.
Lead the customer support function for Rockwell Automation's PavilionX advanced process control and model predictive control solutions, ensuring service quality, customer confidence, and performance within Digital Managed Services.
Locations (2)
Austin, Texas, United States
United States
Compensation
Base Salary Compensation is from $145,440.00 - 218,160.00 USD Annual, with an annual target bonus of 8% of base salary.
Responsibilities
Lead the Pavilion support function, including daily operations, customer engagement, escalation management, and service delivery performance
Manage business operations for the Pavilion support group, including capacity planning, performance visibility, process improvement, knowledge transfer, and continuity of critical expertise
Maintain relationships with Pavilion customers, ensuring you meet support commitments and address customer concerns with urgency
Drive renewal and expansion opportunities and partner with sales and account teams to enable new support engagements
Lead the transformation of Ingenico’s global support organization, leveraging people, processes, data and AI-driven capabilities to deliver outstanding customer experiences worldwide.
Responsibilities
Lead global L1-L3 support operations
Define support strategy, operating model and escalation processes
Drive incidents, problem, request and knowledge management excellence
Partner with Product and Engineering teams to resolve customer issues
Deploy AI-enabled support and automation capabilities
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