Associate, Operations Support Center

Envoy Global is a proven innovator in the global immigration space. Our mission combines our industry-leading tech platform with holistic service to streamline, simplify and expedite the immigration process for employers and individuals.

The Operations Support Center at Envoy Global, based in Hyderabad, plays a crucial role in delivering exceptional customer experiences. As part of the Customer Experience Team within Operations, this role focuses on supporting clients and foreign nationals by resolving their queries and providing prompt assistance via chat, email, and phone.

The Operations Support Center at Envoy Global, based in Hyderabad, plays a crucial role in delivering exceptional customer experiences. As part of the Customer Experience Team within Operations, this role focuses on supporting clients and foreign nationals by resolving their queries and providing prompt assistance via chat, email, and phone.

We’re seeking a customer-focused, detail-oriented professional with excellent English communication skills, experience working with ticketing systems, and a collaborative approach to working with cross-functional teams. Prior exposure to immigration processes is a plus and will help the candidate excel in this role.

Core Responsibilities: 

• Serve as the primary point of contact for clients and Foreign Nationals (FNs), delivering timely, professional, and empathetic support via chat, email, and phone to ensure a seamless customer experience (CX).
• Manage, prioritize, and resolve support tickets using tools such as Zendesk, Freshdesk, or similar platforms, ensuring adherence to SLAs, quality standards, and response timelines.
• Handle inquiries related to platform navigation, immigration processes, case status updates, documentation requirements, billing coordination, and general service-related matters.
• Proactively monitor open cases, follow up with stakeholders, and ensure timely resolution while maintaining high client satisfaction levels.
• Collaborate cross-functionally with Account Management, Legal Teams, Finance, CRM, and Operations to coordinate case actions, escalations, and structured updates.
• Take ownership of complex or high-priority cases, ensuring accountability through final resolution and proper documentation.
• Manage end-to-end FN offboarding processes, ensuring accurate execution, compliance adherence, and timely case transitions.
• Coordinate with internal teams (Account Management and Legal) and external stakeholders (clients and new counsel, including bee counsel where applicable) to facilitate smooth and compliant file transfers.
• Oversee secure documentation handovers, reporting requirements, system updates, and account modifications or deactivations as part of the offboarding lifecycle.
• Maintain detailed, audit-ready records of all interactions, case updates, and offboarding activities within internal systems.
• Identify recurring issues and recommend process improvements to enhance operational efficiency and overall CX performance. Contribute actively to customer satisfaction initiatives by delivering solution-oriented communication, managing expectations effectively, and ensuring a high standard of service excellence. Participate in ongoing training, knowledge-sharing sessions, and continuous improvement initiatives to deepen product expertise and operational capabilities.

Required Skills & Qualifications: 

• 2–4 years of experience in customer service, client support, operations, or case coordination roles within an SLA-driven environment.
• Strong written and verbal English communication skills with the ability to engage professionally with global clients and internal stakeholders.
• Experience handling multi-channel support (chat, email, phone) and working with ticketing/case management systems.
• Ability to coordinate effectively with cross-functional teams and manage competing priorities in a fast-paced environment.
• Strong organizational skills with high attention to detail and the ability to maintain compliance-driven documentation.
• Demonstrated problem-solving skills and the ability to manage escalations with maturity and accountability.
• Comfortable working in a nightshift or global support model.
• Prior exposure to immigration processes, visa case workflows, or regulated service environments is a strong advantage.
• Customer-first mindset with a strong sense of ownership, accountability, and commitment to continuous improvement.