Service Delivery Coordinator

About the role

A Service Delivery Coordinator at GoHiya will work directly on workflow control in support of inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. The role focuses on service delivery coordination within contact center operations, with decisions grounded in current records rather than memory or guesswork.

Success in this role means ensuring workflow control is current, exceptions have owners, and another authorized teammate can continue the work without reconstructing the history.

Responsibilities

• Maintain the Service Delivery Coordinator workflow by helping the team check incoming requests for completeness.
• Track the workflow by routing work to the correct next step.
• Own the workflow by tracking unresolved exceptions through closure.
• Coordinate the workflow by documenting process issues that repeatedly slow execution.
• Review the workflow by keeping recurring work organized by owner and status.

Capabilities That Matter

• Use Scheduling and Omnichannel Customer Support confidently in service delivery coordination.
• Apply Project Support without losing track of exceptions, owners, or deadlines.
• Document decisions clearly so another teammate can follow the reasoning.
• Use sound judgment around Process Documentation, especially when escalation is required.

Pay

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

Schedule

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