Customer Operations Coordinator

About the role

GoHiya's Customer Operations Coordinator will support inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations, with particular attention to customer resolution. The role focuses on customer operations coordination within contact center operations to surface incomplete information before it becomes downstream rework.

Responsibilities

• Track the Customer Operations Coordinator workflow by helping the team escalate complex cases with enough context for the next owner.
• Own the Customer Operations Coordinator workflow by handling assigned customer or client requests.
• Coordinate the Customer Operations Coordinator workflow by reviewing available case history before responding.
• Review the Customer Operations Coordinator workflow by resolving routine issues within approved authority.
• Maintain the Customer Operations Coordinator workflow by documenting commitments and next actions.

Success Profile

• Use Issue Resolution and Service Recovery confidently in customer operations coordination.
• Apply Customer Experience principles without losing track of exceptions, owners, or deadlines.
• Document Quality Assurance decisions clearly for seamless handoffs to teammates.
• Exercise sound judgment, especially when escalation is required instead of assumption.

What Matters Most

The role is working well when customer resolution becomes more reliable and repeated failure points are surfaced before they affect customers, partners, or teammates.

Pay

Base salary: $44,000–$66,000 per year.

Schedule

Full-time, 100% remote within the United States. Associate level.