This is not a typical customer support role.
We are building the operating system for customer operations across multiple countries, and we are looking for someone who can run it, enforce it, and improve it daily.
This role is execution-heavy and systems-driven, with a strong focus on:
- Ticketing
- Resolution
- SOP execution
- Cross-team coordination
👉 If tickets are not created, tracked, escalated, and closed properly — this role owns it.
What You’ll Own (Core Focus)1. Ticketing, Tracking & Resolution (CRITICAL)- Create a ticket for every customer issue — no exceptions
- Ensure tickets are properly categorized, assigned, and tracked
- Own the full lifecycle: creation → follow-up → resolution → confirmation
- Enforce SLA compliance and response times
- Follow up internally across teams until resolution is complete
- Ensure clear and consistent communication with customers
- Maintain zero loose ends — every ticket must be closed properly
- Identify recurring issues and escalate patterns
👉 This is the most important responsibility in the role
2. SOP Execution & Daily Operations- Execute and enforce all Standard Operating Procedures (SOPs) in real time
- Ensure processes are followed consistently across teams
- Track operational activities and ensure they are properly logged in the system
- Act as the coordination point between Operations, Finance, and Field teams
- Ensure issues are handled quickly, correctly, and with full accountability
- Operate and maintain ticketing systems (Zendesk, Zoho, etc.)
- Ensure correct routing, tagging, and escalation flows
- Train and guide agents on proper system usage
- Enforce structured workflows and accountability
- Improve processes where inefficiencies or gaps exist
Daily
- Monitor dashboards and ticket queues
- Identify delays, gaps, or operational issues early
Weekly
- Report on ticket performance, resolution times, and operational trends
- Highlight risks and areas for improvement
Monthly
- Share structured insights and recommendations
- Track performance and system effectiveness
- Strong execution mindset — you focus on getting things done daily
- Highly organized and detail-oriented
- Experience in:
- Help Desk / Support Ops / Customer Operations
- Ticketing systems (Zendesk, Zoho, Freshdesk, etc.)
- Help Desk / Support Ops / Customer Operations
- Strong ownership mentality — you follow through until completion
- Comfortable managing multiple tasks across teams simultaneously
- Clear and structured communicator
- Experience in fintech, logistics, or operations-heavy environments
- Experience managing or training support agents
- Exposure to structured operational processes or audits
- You are not just responding to tickets — you own their outcome
- You directly impact operations across multiple countries
- You help enforce discipline, structure, and accountability
Skills Required
- Experience in help desk, support operations, or customer operations
- Experience using ticketing systems such as Zendesk, Zoho, or Freshdesk
- Strong execution mindset and ability to complete tasks consistently
- Highly organized and detail-oriented
- Strong ownership and follow-through through completion
- Ability to manage multiple tasks across teams simultaneously
- Clear and structured communication skills
- Fintech, logistics, or operations-heavy environment experience
- Experience managing or training support agents
- Exposure to structured operational processes or audits
What We Do
ABU (YC S21) is a B2B marketplace and last-mile distribution partner, offering tech-enabled, route-to-market development and merchandising for FMCG brands in undeveloped areas while helping unbanked businesses grow through efficient delivery, an affordable product basket, inventory management, and credit facilities. Headquartered in Windhoek, Namibia, we are reinventing the way retailers in the informal sector order, stock, and receive supplies for their shops in Southern Africa. We're HIRING! Join our growing team. Be part of something big
