Torchora
Back to Home

Key Responsibilities and Required Skills for Customer Support Coordinator

💰 $40,000 - $60,000

Customer ServiceSupport OperationsCustomer Experience

🎯 Role Definition

The Customer Support Coordinator is a frontline operations specialist responsible for delivering excellent multichannel customer service, coordinating case management, and improving support processes to increase CSAT and retention. This role manages daily ticket queues across email, chat, phone, and social channels; triages and escalates complex issues; maintains knowledge base and SOPs; tracks SLAs and KPIs; and partners with product, sales, and operations to resolve root causes. Ideal candidates bring a mix of practical customer-facing experience, familiarity with CRM/helpdesk platforms, strong communication, and a data-informed approach to continuous improvement.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative / Specialist
  • Administrative Coordinator with customer-facing responsibilities
  • Retail or in-person support associate transitioning to remote support

Advancement To:

  • Senior Customer Support Coordinator / Team Lead
  • Customer Support Manager / Operations Manager
  • Customer Success Specialist or Onboarding Manager

Lateral Moves:

  • Quality Assurance Analyst (Support)
  • Product Support / Technical Support Specialist
  • Implementation / Onboarding Specialist

Core Responsibilities

Primary Functions

  • Manage and own the daily customer support queue across email, chat, phone, and social media by triaging incoming requests, assigning priority levels, tagging with appropriate categories, and routing to the right team or specialist within SLA targets.
  • Serve as the primary point of contact for escalated or high-priority customer issues, coordinating cross-functional responses with Product, Engineering, Billing, and Logistics teams to ensure timely resolution and follow-up.
  • Resolve billing, order management, shipping, returns, and exchange requests end-to-end, including issuing credits, processing refunds, creating RMA tickets, and liaising with finance and logistics to track outcomes.
  • Maintain and update the internal and external knowledge base and standard operating procedures (SOPs), writing clear articles, troubleshooting guides, and canned responses to reduce repeat contacts and onboarding time.
  • Monitor and report on support KPIs such as CSAT, NPS, first response time (FRT), average handle time (AHT), resolution time, and backlog by building and distributing weekly and monthly dashboards to stakeholders.
  • Create and run quality assurance checks — review recorded calls, chat transcripts, and ticket responses for compliance, accuracy, and tone; provide feedback and coaching points to agents and contribute to training materials.
  • Coordinate onboarding and handoffs for new customers, ensuring setup tasks, welcome communications, document delivery, and initial support cases are completed within defined timelines.
  • Act as the owner of escalation playbooks and incident management protocols during outages or major incidents: coordinate communications, log impact, escalate to leadership, and update customers regularly until resolution.
  • Implement and enforce SLA standards by measuring adherence, identifying bottlenecks, recommending process changes, and running weekly SLA review meetings with operational stakeholders.
  • Manage templates, macros, and response libraries in the CRM/helpdesk (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) to standardize messaging and expedite response times.
  • Conduct root-cause analysis for recurring issues, compile trend reports, and present remediation plans to Product and Engineering to reduce ticket volume and prevent repeat incidents.
  • Act as a conduit for customer feedback: aggregate feature requests, pain points, and competitive intelligence and submit prioritized feedback into the product backlog with impact descriptions.
  • Support seasonal peaks and campaign-driven surges by coordinating temporary staffing, triage strategies, and priority queues; maintain continuity and service quality during high-volume periods.
  • Manage VIP and enterprise customer relationships for support intake, including setting expectations, arranging direct support channels, and ensuring contractual SLA obligations are met.
  • Execute outbound outreach for case follow-up and churn prevention: proactively contact customers with unresolved issues, offer solutions, and escalate churn risks to retention teams.
  • Facilitate cross-functional post-mortems after major incidents to capture lessons learned, publish a public-facing incident summary when appropriate, and work with teams to implement preventive controls.
  • Maintain accurate and compliant records of customer interactions, escalations, and decisions for auditability and future reference, following privacy and data protection guidelines.
  • Coordinate with Marketing and Documentation teams to ensure product updates, policy changes, and release notes are communicated clearly to customers and reflected in support content.
  • Configure and maintain routing rules, automation triggers, and workflows in the ticketing system to automate repetitive tasks, accelerate triage, and ensure SLA alignment.
  • Train, onboard, and mentor junior support agents on product knowledge, support tools, communication standards, and escalation procedures to build team capability and consistency.
  • Drive continuous improvement initiatives: lead small projects to optimize processes (e.g., reducing ticket backlog, improving first-contact resolution) and measure impact quantitatively.
  • Assist with compliance-related support tasks such as account verifications, data access requests, and record retention processes according to company policy and legal requirements.
  • Participate in weekly product and operations meetings to represent customer sentiment, highlight emergent issues, and ensure support considerations are included in roadmap decisions.
  • Manage vendor relationships for outsourced support channels or telephony providers, ensuring SLAs, reporting, and integration points function properly.
  • Prepare and present executive-level summaries of support performance, escalations, trending issues, and customer feedback to inform leadership decisions.

Secondary Functions

  • Support ad-hoc reporting requests and exploratory analysis to identify friction points in the customer journey and recommend process improvements.
  • Contribute to the organization's knowledge management strategy and help scale the support documentation ecosystem for faster agent onboarding.
  • Collaborate with business units (Product, Sales, Billing, Logistics) to translate customer insights into technical or process requirements and track remediation progress.
  • Participate in sprint planning and agile ceremonies when support-related engineering work or bug fixes are prioritized to ensure alignment on scope and customer impact.
  • Assist with small-scale projects such as CRM migrations, new channel launches (chatbot, WhatsApp), or implementation of contact center tooling, acting as the subject matter expert for support workflows.
  • Help design and deliver periodic training sessions, role plays, and calibration exercises to continuously improve agent soft skills, product knowledge, and adherence to quality standards.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficient with ticketing and CRM platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, Intercom, or Help Scout; ability to configure workflows, macros, SLAs, and reporting.
  • Experience building and maintaining knowledge bases and customer-facing documentation (Confluence, Help Center management).
  • Strong reporting and data skills using Excel, Google Sheets, Looker, Tableau, or Zendesk Explore to create dashboards and analyze support KPIs (CSAT, NPS, FRT, AHT).
  • Familiarity with SLA management, prioritization matrices, and escalation processes to enforce service standards.
  • Basic troubleshooting skills for product-related issues, including reproducing bugs, collecting logs/screenshots, and documenting steps for engineering.
  • Experience with multichannel support tools: live chat platforms, phone/VoIP systems, social media support, and email handling best practices.
  • Knowledge of order management, returns/fulfillment processes, billing workflows, and payment gateway dispute handling.
  • Competence with automation and workflow tools (Zapier, Workato) and experience writing simple triggers and automations in helpdesk platforms.
  • Experience with customer onboarding and account setup workflows, including checklist management and coordination across teams.
  • Familiarity with CX metrics and quality assurance frameworks; experience conducting QA reviews and delivering actionable coaching.
  • Basic understanding of data privacy and security concepts (GDPR, CCPA) as they relate to customer support and record handling.
  • Optional but valuable: basic SQL or querying experience to extract customer or ticket data for deeper analysis.

Soft Skills

  • Exceptional written and verbal communication skills with a clear, empathetic, and solution-oriented tone tailored to diverse customer profiles.
  • Strong problem-solving and analytical mindset; able to break down complex issues, identify root causes, and recommend scalable fixes.
  • High emotional intelligence and empathy to manage upset or at-risk customers while maintaining composure and professionalism.
  • Excellent time management and prioritization skills; able to balance urgent tickets, projects, and recurring responsibilities.
  • Collaborative team player who builds strong cross-functional relationships and drives alignment between operations, product, and engineering.
  • Detail-oriented with a focus on accuracy in documentation, ticket notes, and reporting.
  • Adaptability and resilience to handle changing priorities, product updates, and high-volume situations without impacting quality.
  • Coaching and mentoring aptitude to develop junior agents and improve team consistency.
  • Customer-centric mindset with a focus on retention, customer lifetime value, and creating memorable support experiences.
  • Conflict resolution and negotiation skills to find win-win outcomes for customers and the business.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent.

Preferred Education:

  • Bachelor's degree in Business Administration, Communications, Customer Experience, Information Systems, or a related field.

Relevant Fields of Study:

  • Business Administration
  • Communications
  • Customer Experience / Service Management
  • Information Systems / IT
  • Marketing

Experience Requirements

Typical Experience Range: 1–4 years of direct customer support, operations, or coordinator experience in B2C, B2B, SaaS, or e-commerce environments.

Preferred:

  • 2–5 years supporting customers in a high-volume environment with demonstrated use of CRM/helpdesk platforms (Zendesk, Salesforce, Intercom) and measurable improvements to KPIs (CSAT, resolution time).
  • Prior experience coordinating cross-functional action, managing escalations, and owning post-incident follow-up.
  • Experience with QA, onboarding, or escalation management is highly desirable.
Explore More Careers