Support Operations Coordinator

MB Services; Dubai; On-site; AED 112,000 - 201,000; Full time

Job summary

MB Services is seeking a detail-driven Support Operations Coordinator in Dubai to strengthen the operational backbone of our support function. This role works behind the scenes to optimize workflows, monitor systems, and enhance efficiency for customers and support teams.

You will design and improve SOPs, streamline processes, and deliver data-driven insights to leadership, collaborating with cross-functional teams to meet tight timelines.

Qualifications

• Minimum 2+ years in Customer Support, Operations, or similar roles.
• Experience in process optimization or backend operations is highly preferred.
• Strong proficiency with Google Workspace (Sheets, Docs, Slides).
• Experience with support tools, dashboards, or analytics platforms is a plus.
• Excellent written and verbal communication in English; Arabic is a plus.

Responsibilities

• Monitor backend systems in line with SOPs to ensure optimal performance.
• Identify anomalies, escalate issues, and maintain operational continuity.
• Deliver accurate and timely daily operational reports.
• Design, document, and continuously improve SOPs.
• Streamline workflows to reduce friction for internal teams and customers.
• Drive efficiency initiatives across support operations.
• Ensure effective use of internal tools and identify tooling gaps.
• Support testing and implementation of new tools or system enhancements.
• Analyze operational data to identify trends and opportunities for improvement.
• Maintain dashboards, documentation, and leadership-ready reports.
• Provide actionable insights to support data-driven decisions.
• Collaborate with management and cross-functional teams on ad hoc initiatives.

Skills

Google Workspace

Analytical mindset

Attention to detail

Written and verbal communication

Independent work

Tools

Dashboards/Analytics platforms

Job description

We are seeking a detail-driven and systems-oriented Support Operations Coordinator to strengthen the operational backbone of our support function.

This is not a frontline support role. Instead, you will work behind the scenes to optimize workflows, monitor systems, and enhance operational efficiency—ensuring a seamless experience for both customers and support teams.

If you thrive on structure, analytics, and continuous improvement, this role offers the opportunity to directly impact how a high-performing support organization operates.

Key Responsibilities:

System Monitoring & Operational Oversight

• Monitor backend systems in line with established SOPs to ensure optimal performance
• Identify anomalies, elevate issues, and maintain operational continuity
• Deliver accurate and timely daily operational reports

Process Optimization & SOP Management

• Design, document, and continuously improve Standard Operating Procedures (SOPs)
• Streamline workflows to reduce friction for internal teams and enhance customer experience
• Drive efficiency initiatives across support operations

Tool & Workflow Management

• Ensure effective utilization of internal tools and systems
• Identify gaps in tooling and recommend improvements for better throughput and accuracy
• Support testing and implementation of new tools or system enhancements

Reporting & Data Analysis

• Analyze operational data to identify trends, inefficiencies, and opportunities for improvement
• Maintain dashboards, documentation, and reports for leadership visibility
• Provide actionable insights to support data-driven decision-making

Cross-functional & Adhoc Support

• Collaborate closely with management and cross-functional teams
• Support ad hoc initiatives such as process audits, documentation, testing, and system monitoring
• Operate independently or within teams to deliver high-quality outcomes under tight timelines

Qualifications & Requirements:

Experience

• Minimum 2+ years in Customer Support, Operations, or similar roles
• Experience in process optimization or backend operations is highly preferred

Technical Skills

• Strong proficiency in Google Workspace (Sheets, Docs, Slides)
• Experience with support tools, dashboards, or analytics platforms is a plus

Core Competencies

• Exceptional attention to detail and structured thinking
• Strong analytical mindset with the ability to interpret data and identify patterns
• Excellent written and verbal communication skills (English required; Arabic is a plus)
• Ability to manage repetitive or detail-heavy tasks without loss of focus or quality
• Highly adaptable in fast-paced, evolving environments