Customer Support Coordinator

Role overview

The Customer Support Coordinator oversees day-to-day customer service activity, making sure customer questions and issues are handled quickly and effectively. This position acts as the link between customers and internal teams, keeps an eye on support performance, and contributes to improving service workflows so that customers receive a consistently strong experience.

Key responsibilities

• Manage the daily flow of customer support work and ensure inquiries are answered without delay.
• Act as the main contact for escalated customer concerns and help drive them to resolution.
• Review incoming support requests across phone, email, live chat, and other channels.
• Route cases to the right team members and set priorities based on urgency and impact.
• Keep customer information and service notes current and accurate in CRM tools.
• Track ticket progress to help meet service level agreement requirements.
• Work with sales, operations, technical support, logistics, and other teams to solve customer problems.
• Check back with customers after resolution to confirm the issue has been resolved satisfactorily.
• Build customer service reports, performance summaries, and trend reviews.
• Spot repeat issues and suggest ways to improve processes and service quality.
• Help update support procedures and maintain knowledge base content.
• Assist with onboarding and training new members of the customer support team.
• Follow company policies, quality expectations, and data privacy standards.

Qualifications and experience

A bachelor's degree in Business Administration, Communications, Customer Service, or a related area is required. The role expects 2 to 4 years of experience in customer service, customer support, or customer success, including exposure to coordinating support activities or leading service-related initiatives. Candidates should bring strong communication, interpersonal, organizational, problem-solving, and conflict-resolution skills, along with hands-on proficiency in Microsoft Office and CRM software.

Additional information

This is a full-time, onsite position based in the United States. No salary, stipend, opening count, start date, or application deadline was provided in the source information.