Support Operations Coordinator

Role Overview

• Continuously monitor assigned queues to ensure timely intake, accurate triage, and adherence to service-level objectives
• Assign 100% of incoming cases to the appropriate resource within defined targets, balancing skills, availability, capacity, and priority
• Respond promptly to inbound chat and email requests, prioritizing high-visibility or time-sensitive communications
• Identify and resolve ambiguous or complex ownership scenarios, consulting with more experienced team members when necessary
• Actively monitor cases approaching SLA thresholds and take proactive action to prevent breaches
• Support escalation workflows by identifying the correct escalation path and facilitating timely handoffs to specialized or senior teams
• Ensure adequate global coverage across regions and time zones, accounting for out-of-office schedules, holidays, and special events
• Communicate assignments, risks, and urgent actions clearly to engineers, duty leads, and leadership through approved channels
• Provide clear and thorough handover documentation between shifts or regions to maintain operational continuity
• Follow established duty management processes, standards, and tool usage requirements
• Track case assignments and interactions and contribute to reporting, metrics reviews, and operational analysis
• Provide additional support for non-technical operational activities such as report generation, trend analysis, and data reviews
• Ensure backup coverage plans are in place and communicated when out of office to avoid service disruptions

Requirements

• Experience in an operational, administrative, or back‑office support role within a fast‑paced environment
• Demonstrated ability to manage queues, triage work, and make accurate routing decisions under time constraints
• Strong understanding of SLA‑driven operations and risk management principles
• Excellent written and verbal communication skills, with the ability to convey urgency and clarity to varied stakeholders
• Proven ability to work across time zones, regions, and cross‑functional teams
• Strong organizational skills and attention to detail, with the ability to manage multiple concurrent priorities
• Comfort using case management, ticketing, collaboration, and reporting tools
• Ability to follow defined processes while exercising sound judgment in ambiguous situations
• Prior experience in a duty manager, queue manager, service coordinator, or similar operational role (preferred)
• Exposure to global support operations or enterprise‑scale service environments (preferred)
• Experience supporting escalation management or high‑visibility customer scenarios (preferred)
• Familiarity with capacity planning, coverage modeling, or workforce management concepts (preferred)
• Experience contributing to operational reporting, metrics tracking, or service reviews (preferred)
• Demonstrated ability to identify process gaps and suggest operational improvements (preferred)

Benefits

• Medical, dental, and vision coverage
• Flexible Spending Account
• 401k program
• Competitive PTO offerings
• Parental Leave
• Opportunities for professional growth and development