
Backend Process Manager
2 days ago
This role involves overseeing smooth backend operations and standardizing processes to enable Partner Growth Executives (Key Account Managers) to focus on growth, strategy, and relationship management.
Main Responsibilities:- Manage partner queries and operational requests via a ticketing system.
- Create, categorize, and prioritize tickets to ensure timely resolution.
- Acknowledge tickets within time and resolve them within defined Service Level Agreements (SLAs).
- Maintain accurate ticket statuses.
- Collaborate with Partner Growth Executives (PGEs) by executing recurring and backend operational tasks.
- Ensure seamless handoff of operational requests and provide timely updates to PGEs and leadership.
- Monitor SLA adherence, resolution times, closure rates, and ticket quality.
- Contribute to daily syncs for open/high-priority tickets and weekly reviews for performance analysis and process improvement.
- 13 years of experience in operations, customer success, or backend support.
- Strong organizational and documentation skills with attention to detail.
- Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
- Tech-savvy with ability to quickly learn and adapt to digital tools comfortable working on admin panels, partner apps, ticketing systems, and internal platforms.
- Proficiency with ticketing systems, CRM platforms, or workflow management tools.
- Excellent communication and collaboration skills able to work closely with both internal teams and partners.
- Process-oriented mindset with a drive to improve efficiency and standardization.
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Senior Backend Developer
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Junior Backend Support Engineer
2 days ago
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