Customer Support Coordinator

Customer Support Coordinator

Mancomm is seeking a Customer Support Coordinator who is organized, customer-focused, and comfortable with technology. Mancomm publishes regulatory content and provides a digital reference library that helps customers locate and apply the regulations relevant to their work. This person will be the main point of contact for customer inquiries, using AI-powered tools, chat systems, and automation to give fast, accurate responses.

The role also supports internal processes and cross-team projects that keep the business running smoothly.

Key Responsibilities:

• Respond to customer inquiries by phone, email, and chat, using AI and automation tools to improve speed and accuracy
• Troubleshoot and resolve customer issues with empathy and follow-through
• Process customer orders, subscriptions, and requests through internal systems
• Qualify inbound leads from marketing campaigns and chatbots, and route prospects to the right next step
• Keep customer records, notes, and documentation accurate
• Track trends in customer questions, complaints, and delays, and recommend process or tool improvements
• Support internal workflows, documentation, and shared systems
• Assist with cross-team coordination and projects as needs arise