OPEX Process Specialist (Customer Service)

Location: Kuala Lumpur, Malaysia

Company

hirify.global is a local delivery platform operating across around 65 countries as part of the Delivery Hero Group.

What you will do

• Design, document, and maintain end-to-end customer service operational flows and standard operating procedures.
• Investigate process breakdowns, operational bottlenecks, edge cases, and failure paths across multiple markets.
• Use operational and support journey data to measure process effectiveness and drive continuous improvement.
• Own process efficiency and operational quality KPIs and OKRs, monitoring post-deployment impact and regressions.
• Partner with Product, Regional Heads, local business teams, and central operations on customer service process harmonization.
• Govern SOP repositories and act as a subject-matter expert for process escalations and operational guidance.

Requirements

• 3+ years of experience in operations strategy, process excellence, or customer service process design within technology or logistics companies.
• Bachelor’s degree from a leading university.
• Experience drafting, documenting, and structuring end-to-end customer service workflows and SOPs.
• Knowledge of Agile, Lean, Six Sigma, or Kaizen process improvement methodologies.
• Strong analytical and problem-solving skills, including experience investigating operational data and support journeys.
• Excellent English communication skills, written and spoken, with the ability to explain process flows to non-technical stakeholders.

Culture & Benefits

• Work with regional and cross-functional teams across multiple countries.
• Operate in a dynamic, high-pressure environment focused on challenging the status quo.
• Collaborate with an international delivery platform within the Delivery Hero Group.