{"id":7797,"date":"2026-03-20T10:02:17","date_gmt":"2026-03-20T10:02:17","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/zambia\/job\/customer-operations-systems-specialist-help-desk-execution-lead-at-jabu\/"},"modified":"2026-06-10T00:14:37","modified_gmt":"2026-06-10T00:14:37","slug":"customer-operations-systems-specialist-help-desk-execution-lead-at-jabu","status":"expired","type":"job_listing","link":"https:\/\/jobs.dataaxisnode.com\/zambia\/?post_type=job_listing&p=7797","title":{"rendered":"Customer Operations Systems Specialist (Help Desk &amp; Execution Lead) at JABU"},"content":{"rendered":"<p>The Opportunity<br \/>\nThis is not a typical customer support role.<br \/>\nWe 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.<br \/>\nThis role is execution-heavy and systems-driven, with a strong focus on:<br \/>\nTicketing<br \/>\nResolution<br \/>\nSOP execution<br \/>\nCross-team coordination<br \/>\n  If tickets are not created, tracked, escalated, and closed properly \u2014 this role owns it.<br \/>\nDiscover more<br \/>\nProfessional development books<br \/>\nLocal co-working space passes<br \/>\nEmployer branding solutions<br \/>\nWhat You\u2019ll Own (Core Focus)<br \/>\n1. Ticketing, Tracking &amp; Resolution (CRITICAL)<br \/>\nCreate a ticket for every customer issue \u2014 no exceptions<br \/>\nEnsure tickets are properly categorized, assigned, and tracked<br \/>\nOwn the full lifecycle: creation \u2192 follow-up \u2192 resolution \u2192 confirmation<br \/>\nEnforce SLA compliance and response times<br \/>\nFollow up internally across teams until resolution is complete<br \/>\nEnsure clear and consistent communication with customers<br \/>\nMaintain zero loose ends \u2014 every ticket must be closed properly<br \/>\nIdentify recurring issues and escalate patterns<br \/>\n  This is the most important responsibility in the role<br \/>\n2. SOP Execution &amp; Daily Operations<br \/>\nExecute and enforce all Standard Operating Procedures (SOPs) in real time<br \/>\nEnsure processes are followed consistently across teams<br \/>\nTrack operational activities and ensure they are properly logged in the system<br \/>\nAct as the coordination point between Operations, Finance, and Field teams<br \/>\nEnsure issues are handled quickly, correctly, and with full accountability<br \/>\n3. Systems &amp; Workflow Discipline<br \/>\nOperate and maintain ticketing systems (Zendesk, Zoho, etc.)<br \/>\nEnsure correct routing, tagging, and escalation flows<br \/>\nTrain and guide agents on proper system usage<br \/>\nEnforce structured workflows and accountability<br \/>\nImprove processes where inefficiencies or gaps exist<br \/>\n4. Data, Reporting &amp; Insight<br \/>\nDaily<br \/>\nMonitor dashboards and ticket queues<br \/>\nIdentify delays, gaps, or operational issues early<br \/>\nWeekly<br \/>\nReport on ticket performance, resolution times, and operational trends<br \/>\nHighlight risks and areas for improvement<br \/>\nMonthly<br \/>\nShare structured insights and recommendations<br \/>\nTrack performance and system effectiveness<br \/>\nWhat We\u2019re Looking For<br \/>\nStrong execution mindset \u2014 you focus on getting things done daily<br \/>\nHighly organized and detail-oriented<br \/>\nExperience in:<br \/>\nHelp Desk \/ Support Ops \/ Customer Operations<br \/>\nTicketing systems (Zendesk, Zoho, Freshdesk, etc.)<br \/>\nStrong ownership mentality \u2014 you follow through until completion<br \/>\nComfortable managing multiple tasks across teams simultaneously<br \/>\nClear and structured communicator<br \/>\nBonus<br \/>\nExperience in fintech, logistics, or operations-heavy environments<br \/>\nExperience managing or training support agents<br \/>\nExposure to structured operational processes or audits<br \/>\nWhy This Role is Different<br \/>\nYou are not just responding to tickets \u2014 you own their outcome<br \/>\nYou directly impact operations across multiple countries<br \/>\nYou help enforce discipline, structure, and accountability<br \/>\nSharing is Caring! Click on the Icons Below and Share<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"https:\/\/jabu.breezy.hr\/p\/40a6ae1be70201-customer-operations-systems-specialist-help-desk-execution-lead","_company_name":"JABU","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-7797","job_listing","type-job_listing","status-expired","hentry","job_listing_region-zambia","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/job-listings\/7797","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/media?parent=7797"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/job_listing_region?post=7797"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/job-types?post=7797"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}