Officer, Troubleshoot

At Teleport, we are looking for fast-readers and do-ers with a strong attention to detail. We transport cargo every day to over >100 stations across Asia on behalf of our customers, and coordinate with many Cargo Terminal Operators (CTOs). We rely heavily on CTOs and ground handlers to ensure we can maximize our ability to sell and transport cargo. To ensure the reliability of CTOs and ground handlers, we maintain strong communication with Team Leaders who will be overseeing the air operations team on a daily basis. They will be the main people advising the management on on-the-ground feedback from the customers and the operations teams. Their input is critical to ensure we consistently improve the quality and standard of service.

The responsibility of this role is to provide on-ground operational support, identify and resolve issues impacting cargo movements across the Teleport airfreight network, particularly in third-party handled stations. This role ensures the continuity of cargo flow through quick troubleshooting, escalation, and coordination with internal and external stakeholders. The Executive plays a crucial role in maintaining SLA adherence, service quality, and operational integrity.

A DAY IN A LIFE

As a start up, you can expect your days to be pretty varied. Multitasking is normal, and sometimes, your skills or natural talents will be leveraged to support other business priorities. That said, the bulk of your working hours should involve you having to:

1. Operational Troubleshooting

• Monitor daily cargo movements, shipment exceptions, and irregularities through assigned control tower tools.
• Proactively identify disruptions at origin, hub, and destination (e.g., misrouted cargo, milestone delays, handling failure).
• Investigate root causes of shipment failures using FSU analysis and ground handler coordination.
• Provide immediate solutions or alternate handling plans to resolve disruptions in real-time.

2. Stakeholder Coordination

• Act as the first line of response for stations without in-house ops staff, especially where cargo is handled via 3PL.
• Liaise with Ground Handlers, Airlines, Customs, Warehouse, and Control Tower for resolution.
• Escalate critical issues to the Manager or relevant Regional Heads for urgent intervention.

3. Systems & Tools Management

• Utilize Control Tower dashboards, shipment tracking platforms, and internal troubleshooting apps to monitor operational health.
• Log, update, and close tickets in the Troubleshooting System (AppSheet-based).
• Assist in continuous improvement initiatives by flagging recurring issues and contributing to automation efforts.

4. Performance & Documentation

• Document all actions taken, root causes identified, and resolution steps in the system.
• Support in preparing daily/weekly reports on troubleshooting activity, common pain points, and SLA compliance.
• Ensure milestone accuracy and support data clean-up efforts post-resolution.

• Diploma/Degree in Logistics, Supply Chain, Aviation, or equivalent.
• Minimum 1 year experience in cargo operations, airline ground handling, or logistics control tower preferred.
• Strong analytical and problem-solving skills with ability to operate under pressure.
• Familiarity with airline cargo systems, milestone tracking (e.g., FSU), and Incoterm-based responsibility models is an advantage.
• Comfortable using AppSheet-based tools, Google Sheets, and Looker dashboards.
• Excellent coordination, communication, and follow-up skills.
• Able to work on a rotational shift, including weekends/public holidays if required.