Client Support Coordinator

**Client Support Coordinator** **Location:** Remote, USA **Preferred Time Zone:** Mountain or Central **ROLE PURPOSE** ---------------- The Client Support Coordinator is the real\-time decision\-maker at the center of the Client Support team. While the Director of Service Delivery sets operational direction and the Analysts deliver the technical work, the coordinator manages the space between triaging inbound requests, dispatching the correct team, monitoring queue health, and supporting SLA compliance across every active ticket. This role is the primary conduit between clients and the technical team, and the first voice a client hears when they call for help. This is not a technical role. Deep IT knowledge is not required and will be developed on the job. This is a client experience and operational coordination role that requires exceptional interpersonal skills, composure under pressure, and the ability to manage a high\-volume service operation in real time. The relationship between the Coordinator and the Analysts is the most operationally critical partnership on the team. The coordinator should assess current workload and capacity well enough to make accurate dispatch decisions continuously throughout the day. **KEY RESPONSIBILITIES** ------------------------ ### **CULTURE \& VALUES** * Uphold LayerCake’s core values in every client interaction and internal communication. ### **PHONE COVERAGE \& TICKET TRIAGE** * Answer inbound client calls, create tickets, and route to the appropriate team or Analyst * Triage inbound service requests arriving via phone, email, portal, or manual entry * Coordinate with fellow Coordinators to maintain continuous phone and triage coverage * Assign and schedule tickets based on availability, workload, and SLA requirements * Monitor queues throughout the day to ensure progress and appropriate workload distribution * Escalate priority issues with proper context and documentation ### **SLA MONITORING \& QUEUE HEALTH** * Monitor SLA compliance in real time, flagging at\-risk tickets before they breach * Track overdue and aging tickets daily, following up with Analysts to drive resolution * Maintain service board hygiene, ensuring accurate ticket status and timely updates ### **SCHEDULING \& RESOURCE COORDINATION** * Support Analyst scheduling within the PSA dispatch portal to ensure shift and service coverage * Coordinate onsite visits and client access logistics when in\-person resolution is needed ### **CLIENT COMMUNICATION** * Serve as a point of contact for clients on service status, scheduling, and ticket routing * Resolve client concerns at the coordinator level, escalating to leadership as needed ### **OPERATIONAL SUPPORT** * Identify recurring ticket flow or dispatch issues and recommend process improvements **QUALIFICATIONS** ------------------ ### **Required** * 1\+ years of experience in a high\-touch, front\-line customer service role (hospitality, theme parks, luxury retail, heal