Location: Philippines Type: Full-time About HeyMax HeyMax is a fast-growing miles and rewards platform headquartered in Singapore, with operations expanding into Hong Kong and new markets across Asia. We help users earn, manage, and maximize their loyalty miles through shopping, vouchers, and partner integrations. Our team is small, moves fast, and uses AI and automation to punch above our weight. About the Role We are looking for a Support Operations Lead / Senior Executive to own and scale our customer support operations. This role reports directly to the Head of Customer Experience and is responsible for the day-to-day operational health of the support function, including SLAs, performance dashboards, escalation workflows, and process design. You will play a key role in shaping how support scales as HeyMax grows across markets. This is not a role where you inherit a fully built playbook. You will be building and improving processes, runbooks, and onboarding programs alongside a hands-on leader who is deeply involved in the function. If you thrive in environments where things are still being shaped and your contributions have outsized impact, this role is for you. What You Will Do - Own day-to-day support operations: monitor SLAs, manage escalation queues, and ensure the team consistently meets response and resolution targets. - Build and maintain performance dashboards and reporting to give leadership clear visibility into support health and team productivity. - Design, document, and continuously improve support processes, SOPs, and runbooks. Identify gaps and create structure where it does not yet exist. - Act as L2 support for complex or escalated cases, providing investigation guidance and resolution direction to frontline agents. - Serve as the connective tissue between customer support and cross-functional teams (engineering, operations, product, partners) to trace issues upstream and drive root-cause resolution. - Lead the onboarding and training of new support agents, including designing structured onboarding programs. - Partner with the automation and tooling team to identify opportunities for AI-assisted workflows, improved support tooling, and reduced manual effort. - Support expansion into new markets by adapting support playbooks, escalation paths, and SLAs for regional requirements (e.g., Hong Kong operations). - Triage and report bugs surfaced through customer tickets, ensuring clean handoff to engineering with proper context and reproduction steps. What We Are Looking For Must-haves: - 3+ years of experience in customer support, with at least 1-2 years in an operations, team lead, or supervisory capacity. - Proven experience with support platforms (e.g., Intercom, Zendesk, Freshdesk) and familiarity with ticketing workflows, SLA management, and escalation design. - Strong problem-solving ability. You investigate before you escalate. You think about why something happened, not just what happened. - Excellent written and verbal communication in English. - Based in Singapore, Malaysia, or the Philippines. Nice-to-haves: - Experience building or scaling a support function from early stage (designing processes, onboarding programs, team structures). - Familiarity with project management or issue tracking tools (e.g., Linear, Jira, Asana). - Exposure to AI/automation tools in a support context (e.g., chatbots, auto-categorization, AI-assisted responses). - Experience supporting multi-market or cross-border operations. - Background in fintech, e-commerce, or loyalty/rewards platforms. What We Value Ownership that does not wait for permission. We want someone who sees a gap, investigates it, and comes with a recommendation. Not someone who flags it and waits. A builder mindset. Our support operations are still being shaped. You will have real influence over how things are designed, from agent onboarding to escalation flows across markets. If you prefer building over maintaining, this is your role. Cross-functional instincts. Support does not operate in a vacuum at HeyMax. You will work across engineering, operations, product, and partners. We need someone who connects dots across teams and drives resolution proactively. Compensation and Benefits - Competitive salary based on experience and location. - Opportunity to earn and maximize miles through HeyMax (yes, we practice what we preach). - A small, high-trust team where your work has visible impact from day one. - Direct mentorship from leadership with deep CX and operations experience.

Benefits: - 401(k) - Competitive salary - Dental insurance - Flexible schedule - Health insurance - Opportunity for advancement - Paid time off - Vision insurance AIMS is seeking a highly organized, energetic, and proactive Growth & Operations Coordinator to support business development outreach, candidate follow-up, scheduling, and day-to-day operational coordination. This is a cross-functional remote role for someone who is comfortable communicating with people, making outbound calls, staying organized across multiple priorities, and helping move opportunities and candidates forward. The right candidate will support growth efforts through outreach and relationship-building, while also assisting with recruiting coordination, onboarding follow-up, and internal operational support. This role is ideal for someone who is detail-oriented, enthusiastic, highly responsive, and able to balance communication, follow-up, and execution in a fast-paced environment. Candidates with prior military, federal contractor, or healthcare staffing experience are strongly preferred. Familiarity with military systems or current base access is a major plus. Key Responsibilities Growth and Outreach - Conduct outbound calls, follow-up calls, and introductory outreach to prospective clients, partners, and business opportunities - Help maintain lead lists, outreach trackers, and follow-up schedules - Support business development efforts through strong communication, persistence, and relationship-building - Assist with conference, networking, and meeting coordination as needed - Support travel planning for meetings, conferences, site visits, and client-facing activities - Represent AIMS professionally in interactions with teaming partners, clients, and prospective customers - Travel as needed to military bases, client sites, conferences, networking events, and partner meetings Operations Coordination - Maintain organized trackers, status logs, and follow-up notes across multiple workflows - Support scheduling, meeting coordination, and day-to-day administrative follow-up - Help ensure deadlines, action items, and operational tasks are completed on time - Communicate updates clearly to leadership and internal team members - Help keep business development, candidate, and operational workflows organized and moving efficiently Onboarding and Process Support - Support onboarding follow-up, document collection, and process coordination as needed - Assist with credentialing, compliance, or security-related follow-up in coordination with internal leadership - Work closely with management and other team members to support hiring, onboarding, and operational execution - Help maintain clean, accurate, and audit-ready records in shared systems and trackers - Candidate Follow-Up and Recruiting Support - Follow up with recruiter-generated leads and help move candidates through the hiring pipeline - Help support closing efforts by maintaining timely and professional communication with active candidates - Coordinate with recruiters and leadership to identify bottlenecks and next steps Qualifications - Bachelor’s degree preferred but not required - 1 to 4 years of experience in business development support, operations support, project coordination, healthcare staffing, or administrative coordination - Strong verbal and written communication skills - Strong organizational skills with excellent follow-up discipline - Ability to manage multiple priorities without losing attention to detail - Comfortable making outbound cold calls and maintaining consistent follow-up - Strong Microsoft Office and Excel skills - Ability to work independently in a remote environment Preferred Background - Experience in healthcare staffing, federal contracting, recruiting support, operations coordination, or client-facing outreach - Experience working in military, DoD, or government-facing environments - Retired military, military spouse, or candidates familiar with military systems strongly preferred - Base access is a significant plus - Experience supporting leadership in a fast-paced, growth-oriented environment is preferred Ideal Candidate Traits - Highly enthusiastic and professional - Excellent communication and interpersonal skills - Persistent, proactive, and comfortable with outreach - Very organized and process-driven - Strong time management and multitasking ability - Positive attitude and willingness to take ownership - Able to shift between external communication and internal coordination smoothly Position Type - Full-time - Remote - Travel required as needed This is a remote position.

• Implement and mature Obeya across value streams. • Coach T2 leaders in exceptions‑based thinking, prioritization, and decision‑making. • Facilitate PDCA spotlights, experiment framing, and cross-functional resolution. • Train and coach T3 leaders in facilitation, problem-solving, and behavioral routines. • Improve leader competence in PDCA, pareto interpretation, and weekly prioritization. • Reinforce LSW behaviors through side-by-side coaching and gemba-style observation. • Ensure teams create weekly reason codes and pareto analyses. • Drive PDCA learning: weekly updates, next steps, closing aged PDCAs. • Help leaders move teams from DMS 2.3 prioritization → DMS 2.4 learning and elimination. • Support value stream alignment in Obeya by connecting upstream/downstream issues.

• Reviews and processes all incoming applications, transcripts, and supporting admission documents via mail, email, and other electronic formats • Updates and maintains accurate records in our CRM and other essential systems. • Accurately evaluates transcripts for admission requirements and transfer credit according to partner standards • Works within partner systems to update student information • Works cohesively and collaboratively with Enrollment Advisors to assist in facilitating prospective student enrollment • Determines when admissions files are ready to be prepared and sends files to partner institution for review • Compliance with all personnel policies and procedures • Ability to come to work and work the regular schedule and shift for the position • Performs other duties and responsibilities as assigned by supervisor