Job Description & How to Apply Below
Full-time
Location:
India (Remote)
Company:
Swyt Solutions
About Swyt
Swyt is a fast-growing IT-as-a-Service company helping SMEs across MENA simplify and secure their IT infrastructure. From IT support and cybersecurity to device leasing and compliance, we offer a complete solution for companies looking to scale without the hassle of managing IT. Our clients include Get Stake, Credable, Freedom Asset Management, Havaianas, and Nomad Homes.
About the Role
We are looking for a process-oriented Service Excellence Lead to bridge the gap between our service delivery, product evolution, and customer satisfaction. Your mission is to ensure that as we integrate AI into our workflows, our Standard Operating Procedures (SOPs) remain world-class, our service levels (SLAs) continue to climb and every customer interaction is a data point for improvement.
Key Responsibilities
● SOP Lifecycle Management:
Own the creation, version control, and auditing of all SOPs. You will ensure that documentation isn't just a static file but a living guide that evolves with our AI capabilities.
● Quality Assurance & Monitoring:
Regularly audit customer interactions (tickets, chats, calls) to identify friction points, technical gaps, and opportunities for process automation.
● Continuous Improvement (CI):
Translate observations from customer data into actionable product requirements or process shifts. You are the 'feedback loop' that tells the AI team what needs to be built next.
● Cross-Functional Coordination:
Act as the primary liaison between Ops, Support, Engineering, and Product teams to ensure new features are rolled out with clear operational guidelines.
● Service Level Ownership:
Monitor key performance indicators (KPIs) like CSAT (Customer Satisfaction), MTTR and First Contact Resolution, taking ownership of the initiatives required to move these needles
Required Skills & Experience
●
Experience:
2 - 4 years in Operations, Customer Success, or Project Management - ideally within a tech or IT service environment.
● Technical Writing:
Exceptional ability to take complex technical workflows and distill them into clear, concise and logical SOPs.
● Analytical Mindset:
You enjoy digging into data to find the 'why' behind a drop in service levels.
● Adaptability:
We are transforming our services with AI, you must be comfortable with ambiguity and excited about redesigning processes from the ground up.
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