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

Requirements

• 2–5 years of experience in customer support, operations, or similar roles

• Experience leading small teams or influencing outcomes without direct authority
• Strong organizational and prioritization skills
• Comfort working with metrics and operational data
• Clear, confident communicator across teams
• Proactive mindset with a strong sense of ownership