Service Delivery Administrator

Job Summary:

Are you a bold creative and resultsdriven marketer who thrives on hacking growth launching gamechanging campaigns and shaping the future of work We are looking for a Strategic Growth Marketer to supercharge our expansion amplify our brand and drive highimpact marketing strategies that fuel business growth.

In this role you will be at the forefront of innovation in blending growth marketing performance analytics and product strategy to attract convert and retain customers at scale. You will not just run the ads but you will also craft compelling gotomarket strategies engineering demand and shape the ultimate coworking experience for businesses of all sizes. Your mission is to transform big ideas into measurable growth from discovering new market opportunities to optimizing the entire customer journey.

If you are ready to own the strategy execute with precision and push the limits of what is possible we want you on our team! 

Job Descriptions:

I) Process Improvement & Automation 

• Identify opportunities to simplify and automate workflows across departments (Operations Sales Marketing Finance IT HR)
• Design and implement nocode automation solutions to reduce manual work
• Document process improvements and quantify hours saved through automation initiatives
• Facilitate crossdepartmental collaboration by streamlining shared workflows
• Build and maintain process maps for key operational functions

II) Helpdesk Management 

• Monitor and respond to all email inquiries across all coworking locations within our 1hour SLA
• Manage the live chat function providing realtime assistance to members and prospects
• Handle inbound phone support for customer inquiries
• Serve as the primary point of contact and escalate complex issues to appropriate departments with complete context and priority assessment
• Track resolution times and ensure adherence to SLA metrics

III) IT Administration & Documentation 

• Manage IT documentation including equipment inventory warranties and vendor contracts
• Coordinate with vendors for IT purchases and service renewals
• Maintain organized records of all IT assets and licenses
• Support the Head of IT with administrative tasks related to technology operations
• Create and update IT policies and procedures documentation

IV) Knowledge Management 

• Develop and maintain comprehensive training materials using Tango and other documentation tools
• Create and update the company knowledge base with FAQs troubleshooting guides and best practices
• Produce stepbystep manuals for common processes and technologies
• Ensure all documentation remains current as systems and processes evolve

V) Performance Monitoring & Reporting 

• Track key performance indicators including response times resolution rates and customer satisfaction scores
• Prepare visual data presentations and reports for management review
• Identify trends and areas for improvement in service delivery
• Recommend datadriven solutions to enhance customer experience
• Develop and maintain dashboards to visualize helpdesk performance

VI) Additional ad hoc tasks as assigned by superior and management.

Qualifications :

Job Requirement & Qualifications:

I) Education & Experience

• Bachelors degree in Customer Service IT Business Administration or related field
• 35 years experience in a customer service role with significant IT components
• Demonstrated experience with helpdesk or service delivery functions
• Experience in multilocation business environments preferred

II) Technical Skills

• Proficient with Hubspot CRM/Service Hub
• Expert in Microsoft Office/Google Workspace productivity suites
• Experience with Tango or similar documentation creation tools
• Familiarity with AI tools for customer service and workflow automation
• Basic understanding of nocode automation platforms
• Comfort with analyzing data and creating visual reports

III) Soft Skills

• Exceptional written and verbal communication abilities
• Strong problemsolving skills with attention to detail
• Ability to prioritize effectively in a fastpaced environment
• Customerfocused mindset with emphasis on service excellence
• Selfmotivated with ability to work independently and collaboratively
• Processoriented thinking with an eye for efficiency improvements

Remote Work :

No

Employment Type :

Fulltime