Customer Success Coordinator

About the role

GoHiya's Customer Success Coordinator will support inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations, with particular attention to customer resolution. The operating lens is customer success coordination within contact center operations, so incomplete information is surfaced before it becomes downstream rework.

Responsibilities

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

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

Qualifications

• Use Follow-Up and Queue Management confidently when carrying out customer success coordination within contact center operations.
• Apply Omnichannel Customer Support without losing track of exceptions, owners, or deadlines.
• Document CRM decisions clearly enough that another teammate can follow the reasoning.
• Use sound judgment around Customer Communication, especially when escalation is required instead of assumption.

Employment Overview

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

Pay

Base salary: $42,000–$62,000 per year.