Customer Success Team Coordinator
We are looking for a highly organized and proactive Panelist Success Team Coordinator to support the day-to-day operations of the support team. This role acts as a central point of coordination, ensuring team productivity, study coverage, and visibility into key metrics, while also representing the team’s needs in cross-functional conversations.
This is a hands-on operational coordination role, ideal for someone who can lead through influence, stay close to the work, and step in when needed. Key Responsibilities
1. Team Operations & Productivity Oversight
- Monitor daily ticket volume and ensure timely responses aligned with SLA expectations
- Identify gaps in productivity and follow up with team members as needed
- Ensure tickets are actively being worked and not left unresolved or idle
2. Study Coverage & Resource Coordination
- Maintain visibility into all active studies and assigned support coverage
- Ensure each study has clear ownership and appropriate support at all times
- Identify coverage risks early and coordinate adjustments with the team
3. Metrics & Reporting
- Connect with study POCs on key support metrics (volume, response times, resolution times, backlog)
- Work with study POCs to surface trends, risks, and areas of concern
- Help connect day-to-day activity with broader operational impact
4. Escalation Management:
- Identify tickets or situations that require escalation.
- Coordinate with internal teams to resolve issues
- Ensure escalations are followed through to resolution
5. Cross-Functional Representation:
- Represent the Support Team in meetings and cross-functional discussions
- Advocate for team needs, blockers, and priorities
- Ensure support insights are clearly communicated and understood
6. Hands-On Support Coverage:
- Step in to manage tickets/contacts directly when needed to support the team
- Help reduce backlog during high-volume periods or coverage gaps
- Lead by example in ticket quality and responsiveness