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, you own the communication, cross‑functional coordination, and overall customer experience from the moment an issue is raised until it’s fully resolved.

• Act as the primary, trusted point of contact for customers navigating high‑impact, cross‑functional product issues.
• Champion the customer’s voice internally while setting clear, grounded expectations externally regarding status, timelines, and next steps.
• Own the communication lifecycle, providing proactive, transparent updates that ensure customers never have to ask, “What’s the status?”

• Own the lifecycle of an escalation from intake and business‑impact scoping through to successful internal resolution and customer validation.
• Coordinate directly with Product, Engineering, Commercial, and Professional Services to clear roadblocks, align on action plans, and keep resolutions moving forward.
• Manage the escalation path effectively, looping in leadership and managing high‑priority or after‑hours critical issues when the situation demands it.

• Facilitate regular internal review sessions to keep Customer Success Managers, Product Managers, and Technical Support teams synced on priorities.
• Drive execution across technical teams without direct authority, keeping everyone focused on a customer‑first outcome.

• Develop clear, executive‑ready summaries and action plans for high‑priority customer issues and internal leadership.
• Track core operational metrics (aging, response times, escalation trends) and turn those insights into better workflows and smoother processes.

• 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 balance multiple critical priorities simultaneously without losing footing.
• Industry expertise in Transportation, logistics, or supply chain technology is highly preferred.

• Exceptional communication instincts: de‑escalate tense situations with empathy, clarity, and follow‑through.
• Organizational agility: influence, collaborate, and drive accountability across cross‑functional technical teams without direct authority.
• Sharp problem‑solving: navigate ambiguity, dig into the business context of a technical issue, and translate it for different audiences.
• Tool fluency: comfortable working in platforms like Salesforce, Jira, Azure Dev Ops, Asana, or similar CRM and work‑management systems.
• Familiarity with Agile product development processes is a major plus.
• Bachelor’s degree or equivalent professional experience.

• Customers feel heard and protected: high customer satisfaction scores even in the wake of product issues.
• Cycle times shrink: mandatory coordination and roadblock removal reduce resolution time.
• Internal teams are aligned: clear documentation and tracking keep all stakeholders informed.
• No cleanups required: issues are closed only after the customer has formally validated the fix.

• Medical, Dental & Vision coverage—comprehensive health coverage to focus on the work.
• Life & AD&D Insurance—company‑paid life insurance at one times your salary plus additional voluntary options.
• Legal & Employee Assistance—legal assistance and employee support programs for life's challenges.
• 401(k) with 4% match—sav­ing for retirement with a competitive company match.
• Flexible PTO—trust to manage your life and schedule while delivering great work.
• Giving Back—philanthropic partner St. Jude Children’s Research Hospital.