Head of Support Operations

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.

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

1. 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

1. 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

1. 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

1. 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

1. 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

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

1. Role Challenge 

2. Technical Interview (with CPO)