Support Operations Coordinator

In This Role

In this role, you will serve as a critical operational coordinator responsible for maintaining queue health, protecting service levels, and ensuring cases are routed accurately and efficiently. You will continuously monitor inbound work, assess priority and ownership, and assign cases to the appropriate individuals or teams within strict turnaround targets. Success in this role requires strong operational judgment, attention to detail, and the ability to coordinate effectively across regions, time zones, and stakeholder groups. You will also play an important role in escalation support, capacity planning, and operational continuity, helping ensure consistent service delivery and minimal disruption during holidays, offsite events, or coverage gaps.

Responsibilities

• Continuously monitor assigned queues to ensure timely intake, accurate triage, and adherence to service-level objectives
• Assign 100% of incoming cases to the appropriate resource within defined targets, balancing skills, availability, capacity, and priority
• Respond promptly to inbound chat and email requests, prioritizing high-visibility or time-sensitive communications
• Identify and resolve ambiguous or complex ownership scenarios, consulting with more experienced team members when necessary
• Actively monitor cases approaching SLA thresholds and take proactive action to prevent breaches
• Support escalation workflows by identifying the correct escalation path and facilitating timely handoffs to specialized or senior teams
• Ensure adequate global coverage across regions and time zones, accounting for out-of-office schedules, holidays, and special events
• Communicate assignments, risks, and urgent actions clearly to engineers, duty leads, and leadership through approved channels
• Provide clear and thorough handover documentation between shifts or regions to maintain operational continuity
• Follow established duty management processes, standards, and tool usage requirements
• Track case assignments and interactions and contribute to reporting, metrics reviews, and operational analysis
• Provide additional support for non-technical operational activities such as report generation, trend analysis, and data reviews
• Ensure backup coverage plans are in place and communicated when out of office to avoid service disruptions

Qualifications

• Experience in an operational, administrative, or back‑office support role within a fast‑paced environment
• Demonstrated ability to manage queues, triage work, and make accurate routing decisions under time constraints
• Strong understanding of SLA‑driven operations and risk management principles
• Excellent written and verbal communication skills, with the ability to convey urgency and clarity to varied stakeholders
• Proven ability to work across time zones, regions, and cross‑functional teams
• Strong organizational skills and attention to detail, with the ability to manage multiple concurrent priorities
• Comfort using case management, ticketing, collaboration, and reporting tools
• Ability to follow defined processes while exercising sound judgment in ambiguous situations

• Prior experience in a duty manager, queue manager, service coordinator, or similar operational role
• Exposure to global support operations or enterprise‑scale service environments
• Experience supporting escalation management or high‑visibility customer scenarios
• Familiarity with capacity planning, coverage modeling, or workforce management concepts
• Experience contributing to operational reporting, metrics tracking, or service reviews
• Demonstrated ability to identify process gaps and suggest operational improvements