Service Operations Coordinator

Job Title: Service Operations Coordinator

Monthly Pay: $4,681 - $6,000 USD per month

Summary:

Accurate request handling, timely coordination, and complete notes are at the center of this role. The Service Operations Coordinator organizes incoming service questions and requests so customers and internal teams receive clear updates and dependable next steps. This role sits within the service operations team and works under a service operations team lead while partnering with customers, service representatives, team leads, and operational contacts. The position is fully remote and work from home in Washington, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Strong coordination helps maintain consistent service standards, keeps request ownership visible, and supports a reliable experience from initial contact through resolution.

Job Responsibilities:

• Monitor a shared queue, inbound calls, emails, and service tickets, then sort requests by urgency, topic, and required next action.

• Review customer questions for essential details, confirm contact information, and enter clear request notes in a support platform such as Kustomer.

• Coordinate service activities by assigning or routing requests to the appropriate service representative, operational contact, or team lead.

• Track request progress in a CRM such as SugarCRM and maintain current status, ownership, promised next steps, and customer communications.

• Contact customers when information is missing, explain available service information, and confirm that follow-up expectations are understood.

• Maintain task lists, due dates, and handoffs using a project management system such as Microsoft Project to help work move through each stage.

• Update service trackers and prepare routine activity summaries using spreadsheets and data entry tools such as Google Sheets.

• Coordinate appointments, internal discussions, and customer follow-ups through a scheduling and calendar tool such as Doodle.

• Escalate urgent, unresolved, or repeated service concerns to the service operations team lead with complete background, actions taken, and requested support.

• Review completed requests for accuracy, turnaround, complete notes, and follow-up quality, correcting gaps or sharing patterns with the team lead.

Qualifications:

• High school diploma or equivalent.

• About 1-2 years of experience supporting service coordination, customer-facing operations, or request tracking preferred.

• Knowledge of service request lifecycles, prioritization methods, handoffs, and customer update practices preferred.

• Familiarity with a support platform such as Kustomer and a CRM such as SugarCRM preferred.

• Familiarity with project management tools such as Microsoft Project and spreadsheets and data entry tools such as Google Sheets preferred.

• Ability to organize multiple active requests, identify missing information, and maintain dependable follow-through.

• Clear written and verbal communication skills for working with customers and internal operational contacts.

• Ability to interpret service standards, recognize when a request needs additional support, and communicate escalation details clearly.

• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.

• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work supporting customers and service teams from a home-based desk environment.

• Structured onboarding and training on the named systems, service request workflow, and quality standards.

• Regular check-ins with the service operations team lead to review priorities, questions, and development.

• Opportunities to build service delivery management, capacity planning, request coordination, and operational resilience skills.

• Benefits include health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.