Delivery Operations Specialist
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Job Description
Delivery Operations Specialist supporting APAC customers and partners using Grip’s event technology platform. Troubleshooting tickets, coordinating technical support, and managing APAC handovers with EU/US teams.
Responsibilities:
- Prioritise and process event participant, customer, and partner requests via email
- Investigate and resolve queries and tickets efficiently
- Reproduce issues and check event configuration
- Assist customers and partners experiencing technical issues
- Maintain accurate service records and categorise tickets in HubSpot
- Keep communications, data exchanges, and information private and secure
- Use HubSpot, Jira, Salesforce, Slack, and Notion to deliver customer care
- Liaise with company partners to service event participants and customers
- Work with the operations team to improve customer satisfaction
- Maintain and enhance the Knowledge Base with the product team
- Raise bugs to engineering through GSD/Jira with clear internal notes
- Provide ongoing reporting on queries and identified trends
- Action internal delivery tickets and support wider team initiatives
- Own written handovers to and from the EU/US team at the start and end of the APAC day
Requirements:
- Experience and skills in delivery operations
- Strong ability to troubleshoot and resolve complex issues
- Excellent written and verbal communication skills
- Empathy and willingness to understand customers’ experiences
- Tech savvy and able to provide customer service across multiple channels
- Ability to assess problems and present simple solutions
- Growth mindset and willingness to learn and adapt
- Excellent collaboration skills across teams, groups, and organisations
- Ability to communicate effectively with all levels of management, internally and externally
- Comfortable working asynchronously across time zones
- Must already be authorised to work in the candidate’s country of residence in the APAC region
- No visa sponsorship or relocation provided
- Ability to work APAC hours aligned to the local time zone, with overlap for EU/US handovers
Benefits:
- Comprehensive training and support
- Career progression pathways
- Opportunity to help shape an industry through AI
- Remote work arrangement
- Shift flexibility around major live events
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