Customer Success Coordinator - WFH

A results-oriented operations professional specializing in high-demand, surge-driven environments. This role requires the ability to manage multiple priorities simultaneously, support field teams in real time, and ensure seamless customer communication. The ideal candidate demonstrates quick thinking, strong problem-solving skills, and the ability to pivot efficiently as operational needs evolve. Exceptional attention to detail and composure under tight timelines are essential.This position requires full flexibility, including availability for overtime and adaptable scheduling based on business needs. Candidates must be comfortable working extended hours during peak surge periods and adjusting shifts as operational demands require.

Main Duties and Responsibilities:

• Efficiently managing and supporting the daily work schedule of approximately 15-20+ production team members and 8 project managers.
• Ensures the production planner is maintained and proactively fills appointment gaps due to customer cancellations/rescheduling to maximize capacity planning.
• Manage and supervise vehicle and equipment movement
• Working closely with the customer service coordinators to ensure the essential actions are taken to ensure that each job is handled correctly
• Updating job tickets as necessary
• Efficiently and effectively planning routes to service calls based on availability and skill sets, customer equipment and needs, geographical location, and latest information in the database. • Identifies issues/problems/concerns regarding production team and call-center productivity based on continual communication and working with technicians and the call center. Informs department Manager and/or area management of issues/problems/concerns requiring their attention and action.
• Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.

Qualifications

• High School Diploma required
• Must be able to work overtime as needed and some holidays
• High level of listening skills and positive attitude
• Ability to communicate accurately and concisely
• Must be punctual, multi-task and reliable
• Prior experience dispatching is desirable.
• Can act as a liaison between coordinators and teams to ensure proper job handling.
• Can manage and supervise vehicle and equipment movements.
• Will be updating job tickets, entering data into computer systems, and maintaining logs and records.
• Can identify and address issues related to production team and call-center productivity
• Can utilize the latest information in the database for planning and decision-making
• Able to understand and address customer needs through efficient scheduling and route planning.

Perks and benefits

• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.
• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Endless opportunities for career advancement
• In-house psychiatrist available to support employees' well-being
• International career growth and connections
• Mental Wellness Employee Assistance program through Lifeworks
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleaguesQuarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled
• Superb and exciting Mid-Year Parties - with items to give away and cash prizes!
• Unlimited cash incentives for hired referrals
• We set you up for success with a company-provided PC/Laptop and fiber internet connection