Customer Support Coordinator

The Customer Support Coordinator is responsible for coordinating customer service activities, ensuring timely resolution of customer inquiries, and supporting the customer support team in delivering an exceptional customer experience. This role serves as a liaison between customers and internal departments, monitors support performance, and helps improve customer service processes.

Responsibilities

• Coordinate daily customer support operations and ensure timely response to customer inquiries.
• Serve as the primary point of contact for escalated customer issues and facilitate prompt resolution.
• Monitor customer support requests through phone, email, live chat, and other communication channels.
• Assign and prioritize customer cases to appropriate team members.
• Maintain accurate customer records and service documentation in CRM systems.
• Track support tickets to ensure compliance with service level agreements (SLAs).
• Collaborate with sales, operations, technical support, logistics, and other departments to resolve customer concerns.
• Follow up with customers to confirm successful issue resolution and satisfaction.
• Prepare customer service reports, performance metrics, and trend analyses.
• Identify recurring customer issues and recommend process improvements.
• Assist in developing and updating customer support procedures and knowledge base documentation.
• Support the onboarding and training of new customer support team members.
• Ensure compliance with company policies, quality standards, and data privacy requirements.

Qualifications

• Bachelor's degree in Business Administration, Communications, Customer Service, or a related field.
• 2–4 years of experience in customer service, customer support, or customer success.
• Experience coordinating support activities or leading customer service initiatives.
• Strong communication, interpersonal, and organizational skills.
• Proficiency in Microsoft Office and CRM software.
• Excellent problem-solving and conflict-resolution abilities.