Operation Support Hotline

The Operations Support Hotline role provides frontline support for operational requests and acts as a central contact point for internal stakeholders. This role resolves time‑sensitive inquiries, coordinates with cross‑functional teams, and maintains accurate data across key systems. It requires strong communication skills, attention to detail, and the ability to manage multiple support channels—including phone, email, chat, and form submissions. The position also supports quality assurance checks, system testing, and ensures smooth daily operations and continuous improvement across functions.

• Respond to inbound issues and time‑sensitive operational requests across phone, email, chat, and form channels (e.g., payments, account updates, rate changes, troubleshooting).
• Provide clear, accurate, and professional support to both internal and external stakeholders.
• Collaborate with cross‑functional teams to gather information, coordinate solutions, and escalate recurring or complex issues.
• Maintain accurate account notes, documentation, and customer‑facing content; proofread updates for clarity and consistency.
• Manage and triage requests through shared mailboxes, SharePoint, and Jira, including submitting operational requests as needed.
• Conduct QA checks on rate changes, lot closures, expiries, and other operational updates.
• Ensure data accuracy in Lotbook resources and related systems.
• Support system, form, and tool testing as assigned by IT or leadership.
• Use internal systems (SharePoint, Confluence) to research issues and inform decision‑making.
• Follow schedule expectations and departmental communication standards.
• Perform additional duties as needed to support operational objectives.

Skills, Knowledge and Expertise