Operations & Support Lead — Vietnam

Quqo · Ho Chi Minh City (on-site) · Full-Time

ABOUT QUQO

Quqo is a high-growth B2B SaaS company building the next-generation procurement and practice management platform (PMS) for the healthcare market. Originally focused on procurement, Quqo is rapidly expanding into a full PMS, deploying across 11 markets in Europe and serving a growing footprint of clinics. The company also serves a set of established clients in Asia, creating a dynamic international operating environment that runs across time zones every day.

This is a pivotal moment for Quqo: the European deployment is scaling fast, the support workload is growing with it, and the company is building its support engine out of Vietnam. We are looking for the person who will lead that team.

THE ROLE

The Operations & Support Lead will be Quqo's single point of contact for operations and support in Vietnam. You will lead a team of business analysts who keep our Asian clients running and who increasingly support the European deployment. You own the engine room: ticket triage, prioritization, SLA compliance, and clean routing of every issue to the right team.

You are the link between the Vietnam team and the operations leadership in LATAM and Europe. When something happens on the ground, you make sure the right people know, the right team picks it up, and it gets resolved on time. You translate between developers and business analysts so technical issues become clear actions, and you build the processes that let the team scale.

You will report to the Operations & Implementation Manager (based in LATAM or Europe). This role starts hands-on and grows: as Quqo's European footprint expands and more support volume lands in Vietnam, you will build and lead the support organization here.

Because the team you coordinate with is based in LATAM and Europe, you must be available during an overlap window after 6:00 PM Vietnam time. We compensate for this. Everyone on this team is making the same effort to find time to connect across the planet, and we build the role around that reality.

KEY RESPONSIBILITIES

Team Leadership

• Lead the Vietnam-based team of business analysts and support agents, setting clear standards, ways of working, and day-to-day priorities.

• Be the single point of contact between Vietnam and Quqo's operations leadership, so coordination runs through one clear channel instead of five separate threads.

• Build the team's operating rhythm and grow the team structure as support volume increases.

Ticket Triage & SLA Ownership

• Establish a clear process to triage incoming tickets in our system: identify the priority of each ticket, assign it to the right team, and drive it to resolution.

• Build and own the processes that ensure we resolve issues on time against our SLAs.

• Track and report on ticket health, response times, and resolution quality.

Cross-Functional Coordination

• Facilitate communication between developers and business analysts: turn client-facing issues into structured, actionable technical inputs, and turn technical answers into clear client communication.

• Collaborate constantly with the Operations, Product, and Tech teams. You are the connective tissue that keeps issues moving across functions.

• Surface recurring problems to Product as structured feedback, so the field informs the roadmap.

Process & Operational Excellence

• Define the ways of working for the team and document repeatable playbooks for support and implementation tasks.

• Identify risk early. Spot the gap between what a timeline assumes and what is actually happening, and raise it before it becomes a problem.

• Audit and improve workflows as the team scales, building the structure and maturity the operation needs.

ESSENTIAL QUALIFICATIONS

• Minimum 4 years in operations, support, implementation, or a similar role.

• Direct experience in a tech company, ideally B2B SaaS. You understand how a software company operates, how support and product work together, and how a ticketing process should run.

• Proven ability to triage, prioritize, and route work, and to hold a team to SLAs.

• Experience coordinating or leading a team, even a small or junior one.

• Strong project management instincts: you connect the dots, you see how moving one thing affects everything around it, and you keep cross-functional work on track.

• Proficient English, written and spoken. You will communicate daily with clients and with colleagues in LATAM and Europe, and clear English is non-negotiable.

• A proactive communicator who identifies risk early and raises it clearly.

• Based in Ho Chi Minh City or close enough to attend the office. This is an on-site role, not remote.

• Available for a daily overlap window after 6:00 PM Vietnam time to connect with LATAM and Europe.

Nationality is open. This role does not require a Vietnamese national. We welcome candidates of any nationality who are living in Ho Chi Minh City and can attend the office.

NICE TO HAVE

• Experience supporting clients across multiple time zones or markets.

• Familiarity with healthtech, medtech, or deploying software to healthcare institutions.

• Experience building or improving a support or ticketing process from an early stage.

• Experience growing a support or operations team as volume increases.

• An AI-forward mindset: comfortable using AI tools to improve operations and team productivity.

WHAT SUCCESS LOOKS LIKE

HOW THE ROLE GROWS

This role will transition over time. The goal is for Quqo's support team to be based in Vietnam, and for this person to lead it as we grow in Europe. As more clients come on and support volume increases, you will have the opportunity to build and lead a larger team. We are looking for someone who can recognize when it is time to grow, structure the team, and keep scaling.

COMPENSATION & LOCATION

Target compensation: $15,000–$20,000 USD annually. We are open to higher compensation for a candidate with stronger experience in people management and support-process structuring.

Location: Ho Chi Minh City, Vietnam. On-site, with daily availability for an after-6:00 PM overlap window with LATAM and Europe.

Reporting to: Operations & Implementation Manager.