What is the Support Operations Coordinator role?

The Support Operations Coordinator is the operational backbone of our customer support team, ensuring our support operations run efficiently, our workforce is optimally deployed, and our service quality meets the high standards our customers deserve. You will implement and continuously improve the systems that enable our support team to deliver exceptional service -- from scheduling and coverage management to quality assurance and documentation infrastructure. 

In this role, you will serve as the operational point person for the support team, setting expectations for scheduling, documentation, and quality standards. You will own the day-to-day execution of workforce systems while continuously building and improving the operational infrastructure that allows our team to scale. Over time, you will transform manual, fragmented processes into repeatable, data-driven systems that run smoothly and provide clear visibility into team performance and service delivery.

What you’ll be doing:

• Own the operational infrastructure that enables our support team to succeed -- continuously improving all workforce systems, processes, and quality standards while partnering with the team to identify gaps, gather feedback, and implement solutions that drive efficiency and performance
• Implement and maintain scheduling systems to ensure optimal coverage across all support channels, managing the full schedule lifecycle including shift planning, time-off approvals, coverage for unexpected absences, and timecard accuracy
• Own quality management systems including peer review processes, ticket quality scoring, call monitoring, and documentation audits -- building the infrastructure that drives service excellence
• Drive the creation and maintenance of support documentation, knowledge bases, and standard operating procedures (SOPs), ensuring the team has clear, up-to-date guidance for all support scenarios
• Build and maintain dashboards and reports that provide visibility into key metrics including schedule coverage, CSAT, ticket resolution times, SLA adherence, and quality scores
• Partner with leadership to forecast staffing needs based on ticket volume trends, seasonality, and business growth

What you’ll bring

• 2–5 years of experience in operations, workforce management, quality management, or related roles in fast-paced environments
• Bachelor's degree in Business, Operations, or related field, or equivalent experience
• Hands-on experience building and maintaining operational systems with strong systems thinking and process improvement skills -- proven track record of taking manual processes and making them scalable and repeatable
• Comfortable working with data and analytics tools (Excel, Google Sheets, basic BI tools) to track performance, identify trends, and make data-driven decisions
• Excellent organizational and project management skills, with meticulous attention to detail and the ability to manage multiple priorities simultaneously
• Clear, direct communication style with the ability to set expectations, provide feedback, and coordinate across teams effectively
• High comfort with ambiguity and building systems from scratch in "no playbook" environments, with demonstrated ability to balance tactical execution with strategic improvements -- getting the day-to-day work done while continuously building better systems