Customer Resolution Coordinator

**ABOUT THE ROLE** *"You'll be the person who brings order to the chaos when critical product issues hit — turning a high-stakes customer escalation into a structured, confident path to resolution."* When a customer hits a roadblock with our software, it affects their entire operation. Finding the fix requires its own kind of coordination: translating the business impact, aligning internal support teams, keeping product managers in the loop, and providing regular updates to customer stakeholders. As our Customer Resolution Coordinator, you'll own that high-stakes landscape. You won't be the one writing the code or diagnosing the bug, but you *will* be the steady hand that owns the communication, cross-functional coordination, and overall customer experience from the moment an issue is raised until it’s fully resolved. You'll build trust through absolute transparency, advocate fiercely for customer priorities, and ensure our internal teams remain accountable and aligned so that every resolution ends with a confident, satisfied customer. **WHAT YOU'LL OWN** **Customer Ownership & Advocacy** - **Be the anchor:** Act as the primary, trusted point of contact for customers navigating high-impact, cross-functional product issues. - **Build trust:** Champion the customer’s voice internally while setting clear, grounded expectations externally regarding status, timelines, and next steps. - **Keep information flowing:** Own the communication lifecycle, providing proactive, transparent updates that ensure customers never have to ask, *"What's the status?"* **Resolution Coordination & Execution** - **Drive end-to-end resolution:** Own the lifecycle of an escalation from intake and business-impact scoping through to successful internal resolution and customer validation. - **Unblock the technical teams:** Coordinate directly with Product, Engineering, Commercial, and Professional Services to clear roadblocks, align on action plans, and keep resolutions moving forward. - **Know when to sound the alarm:** Manage the escalation path effectively, looping in leadership and managing high-priority or after-hours critical issues when the situation demands it. **Cross-Functional Alignment** - **Bridge the gaps:** Facilitate regular internal review sessions to keep Customer Success Managers, Product Managers, and Technical Support teams synced on priorities. - **Foster collective accountability:** Drive execution across technical teams without direct authority, keeping everyone focused on a customer-first outcome. **Communication, Reporting & Continuous Improvement** - **Translate complexity:** Develop clear, executive-ready summaries and action plans for high-priority customer issues and internal leadership. - **Refine the playbook:** Track core operational metrics (aging, response times, escalation trends) and turn those insights into better workflows and smoother processes. **WHAT YOU BRING** **Experience** - **2–5 years of experience** in Customer Success, Technical Support, Account Management, Project Management, or Operations. - **Track record** managing complex customer communications, ideally dealing with high-stakes escalations or enterprise SaaS environments. - **Experience** operating within a fast-paced environment where you must balance multiple critical priorities simultaneously without losing your footing. - **Industry** expertise in Transportation, logistics, or supply chain technology is highly preferred. **Skills & Approach** - **Exceptional communication instincts:** You can de-escalate a tense situation with empathy, clarity, and rock-solid follow-through. - **Organizational agility:** The ability to influence, collaborate, and drive accountability across cross-functional technical teams without direct authority. - **Sharp problem-solving:** Comfortable navigating ambiguity, digging into the business context of a technical issue, and translating it for different audiences. - **Tool fluency:** Comfortable working in platforms lik…