Service Operations Specialist

About this role

Envision Employment Solutions is currently looking for a Service Operations Specialist for one of our partners, a leading Digital Bank!

THE ROLE
You're the first voice an employee hears when something isn't working, whether it comes in through chat, a ticket, email, or a call, day or night. Most of the time, you're the one who solves it, right there, in the first contact. When you can't, what you hand off decides whether the next person solves it fast or has to start from zero. Round the clock, in shifts, eight of you hold this line together, and the standard you keep is the standard the whole business runs on.

WHAT YOU’LL DO

• Provide shift-based, 24/7 technical support, acting as first contact for employees via in-app chat, ticketing system, email, and (where applicable) phone

• Answer chats, emails, and tickets within target SLAs

• Deliver first-contact resolution against the published catalogue of standard requests

• Log all interactions accurately in the support platform

• Maintain professional, empathetic communication with requesters

• Contribute to knowledge-base improvements based on observed technical issues

WHAT WE’RE LOOKING FOR

• 1+ years of experience in customer-service or service-desk roles, ideally within fintech

• Excellent verbal and written communication skills

• Familiarity with support platforms such as Intercom, Zendesk, or Jira

• Availability to work rotating shifts as part of a 24/7 coverage model

YOU’LL THRIVE HERE IF YOU

• You'd rather solve it in the first contact than pass it along and hope someone else does

• You stay sharp and steady whether it's your first ticket of a day shift or your last of a night shift

• You log every interaction accurately because you know someone else may need that context later

• You notice a pattern in recurring technical issues and want to fix the knowledge base, not just answer around it