Junior Service Operation Specialist (1year)

Job Summary:

Send Anywhere which is a fast and user-friendly for sending large files with ease is a world-class file transfer service with over 7 million active users. We are looking for experts who will expand our ecosystem based on file transfer service.

Responsibilities

1. Service Operation

• Support daily service operation tasks (monitoring processes, managing accounts/permissions, etc.)
• Monitor service issues and perform first-level responses
• Report and track bugs/issues in collaboration with development, QA, and product teams
• Maintain and update operation manuals and FAQs
• Collect user feedback and share insights with relevant teams
• Organize internal operation data and prepare basic reports

2. Customer Support

• Respond to customer inquiries through email
• Identify and categorize customer issues (VOC), analyze root causes
• Communicate with customers empathetically and provide clear guidance
• Report recurring customer issues and insights for service enhancement

3. General Tasks

• Assist cross-functional teams (PM, development, design) with service improvement initiatives
• Suggest ideas to optimize and streamline operational processes
• Support operational validation and review user guidance when launching new features/services
• Support related duties or tasks as assigned

Minimum Qualifications

• Bachelor's degree or 3+ years of relevant experience
• Strong understanding of web/app-based digital services
• Ability to prepare clear documents using Excel/MS office/Notion, and so on
• Willingness to challenge oneself in an environment where communication with international colleagues is required
• Proficiency in English

Preferred Qualifications

• Experience in IT service operations or customer support
• Familiarity with tools such as Jira, Zendesk, Freshdesk, etc.
• Ability to analyze user problems and suggest improvements
• Experience in a startup or tech-driven organization