Job Overview

Our client is looking for a Client Success Coordinator. This role involves managing the ticket workflow system and ensuring timely completion of all client requests across multiple departments. The position serves as the primary client-facing contact for status updates and service coordination. The coordinator will work with team leaders across development, remote support, and hardware repair departments to ensure smooth operations and client satisfaction.

Client Overview

The client is an IT support company and Managed Service Provider (MSP) with approximately 20-25 team members. The company provides remote IT support, hardware repair services, and web development solutions to corporate clients.

Schedule

• Monday - Friday, 9:00 AM - 5:00 PM GMT (40 work hours per week)

Responsibilities

• Monitor and manage approximately 30 active support tickets at any given time, ensuring they progress through completion in a timely manner.
• Serve as the primary point of contact for clients calling for updates, taking ownership of issues, and providing proactive communication about ticket status.
• Follow up with technicians and team members to identify blockers such as pending parts orders or incomplete tasks, and help resolve issues to keep tickets moving forward.
• Contact clients upon job completion to confirm satisfaction and ensure all requirements have been met.
• Coordinate across multiple departments, including development, remote support, and hardware repair teams, to ensure consistent follow-through on all client requests.
• Identify when tickets are approaching deadlines and proactively work with technicians to establish realistic completion times to communicate to clients.
• Maintain accountability for ticket progression without formal authority by using helpful reminders and supportive communication with technical staff.

Requirements

• Proven experience in customer service, client relations, or service coordination roles.
• Excellent communication skills with the ability to interface professionally with clients and internal technical teams.
• Experience working with CRM systems or ticketing platforms to track and manage workflows.

Nice-to-have

• Quality assurance (QA) background or experience.
• Experience with issue escalation management and proactive problem prevention.
• Familiarity with IT support environments or Managed Service Provider operations.

Independent Contractor Perks

• Health Insurance Coverage for eligible locations
• Permanent work from home
• Immediate hiring

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.