Customer Support Assistant

Job Objectives The Team Assistant provides high-level administrative, logistical, and operational support to the regional Customer Support team and the Regional Head of Customer Support. Acting as a central pillar for team collaboration, this role ensures operational efficiency, strict adherence to corporate compliance, and seamless daily workflows.

Customer Support Strategic Meeting Coordination & Event Logistics End-to-End Organization: Oversee the logistical planning and execution for critical governance forums, including Executive Review Meetings (ERMs), Senior Management Meetings (SMMs), and Weekly Operations meetings. Resource & Means Management: Ensure all meeting infrastructure is fully operational, including the advanced setup of meeting rooms, troubleshooting of audio-visual/digital collaboration technology, and coordination of catering and beverage services. Travel Management & Compliance Optimization Itinerary Planning: Manage comprehensive travel arrangements for the Regional Head of Customer Support and Customer Support Directors, including flights, accommodations, and ground transportation. Cost & Policy Control: Implement rigorous checks and balances to guarantee all travel plans are cost-effective, optimized for efficiency, and fully compliant with company travel policies. Documentation: Prepare and organize all necessary travel documentation, visas, and expense-related materials as well as external and internal executive visits agendas. Advanced Administrative Support & Data Operational Support: Perform essential administrative functions, including maintaining records, filing, data entry, and drafting high-quality reports and presentations for stakeholders. Information Management: Serve as a reliable point of contact for internal and external inquiries, ensuring timely and professional communication. Data Integrity: Support critical data management efforts by meticulously maintaining, updating, and ensuring the accessibility of key administrative databases (e.g., KYC database, Customer Master files, and Return to Service data). Corporate Gifting & Compliance Coordination Procurement & Delivery: Coordinate the selection, ordering, and timely distribution of corporate gifts for Customer Support Directors. Policy Alignment: Ensure all gifting activities strictly adhere to company ethics, compliance regulations, and budgetary guidelines. Cross-Functional Team Collaboration Relationship Management: Partner closely with team members to proactively identify administrative bottlenecks, understand evolving needs, and deliver tailored operational support. Secondary Responsibilities Strategic Calendar Gatekeeping: Proactively audit and defend leadership & team time by filtering meeting requests, minimizing low-value engagements, and ensuring adequate buffer time for deep work. Culture & Morale Orchestration: Design and execute team-building initiatives, offsites, and peer-recognition programs to combat burnout within the high-stress customer support environment. Workflow Automation Spotting: Continuously audit administrative bottlenecks (e.g., travel approvals, data entry) and recommend digital tools or macros to streamline leadership operations. Budget & Expense Pre-Screening: Conduct first-pass reviews and reconciliation of leadership & team travels and operational expenses to catch anomalies prior sign-off. Onboarding Facilitation: Serve as the logistical and cultural anchor for new hires within the Customer Support leadership team, coordinating IT provisioning, access rights, and introductory agendas. Knowledge Asset Maintenance: Take ownership of keeping internal department process data, organizational charts, and administrative procedures updated. Ad-Hoc Crisis Triage: Act as the first point of contact during operational emergencies (e.g., system outages), rapidly routing critical information to the right directors while they focus on resolution. Job Requirements Minimum