Customer Support Coordinator

The Customer Support Coordinator will be tasked with supporting the Customer Support Team by ensuring operational excellence and compliance with Service Level Agreements (SLAs). This role is essential in monitoring daily operations, analyzing performance metrics, optimizing workflows, and implementing continuous improvement initiatives. The position will collaborate within a matrix organization to address complex customer issues, provide training to internal and external partners, and execute process improvement projects to enhance the customer experience. This opportunity is ideal for an individual with a strong customer-centric mindset, a commitment to assisting others, and a desire to learn and enhance our service offerings.

RESPONSIBILITIES:

Collaborate with cross-functional stakeholders to implement company and department initiatives.

Drive operational improvements and productivity gains that support business objectives and team growth.

Utilize customer insights and your expertise to identify workflow and process improvements to enhance the overall customer experience.

Leverage your business expertise and judgment to resolve complex and ambiguous escalations, ensuring customer satisfaction.

Coordinate the development of goals and key performance indicators (KPIs) that align with the overarching business objectives and strategy.

Assist in creating a learning and development curriculum that addresses identified needs and aligns with the organization's competency framework.

Ensure that learning and development processes are aligned with standard operating procedures.

Assist in training team members and external partners.

Assist in defining knowledge management resources.

Assist in managing projects focused on developing and implementing best practices for the Customer Support Team.

QUALIFICATIONS:

Undergraduate degree or equivalent experience.

Working knowledge of general office equipment.

Desire to be proactive and create a positive experience for others.

Excellent organizational skills and attention to detail.

Strong analytical skills, with the ability to interpret data and make data-driven decisions.

Ability to create engaging and effective training materials and presentations.

Proficiency in Microsoft Office applications, including Word, Excel, SharePoint, and PowerPoint.

Excellent verbal and written communication skills.

Prior experience in customer service, customer support, or other relevant areas.

Ability to analyze and leverage data to make informed decisions independently.

Strong problem-solving skills, especially when working with ambiguous information.

High level of precision and organization, with a knack for attention to detail.

Confident, patient, respectful, and a clear communicator, able to convey information effectively across various levels of the organization

Prior experience implementing knowledge management tools and learning software is preferred.