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: Jakarta, Indonesia
Department: Customer Support
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
Experience & Background
7+ 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)