Customer Resolution Coordinator

Overview

You ll be the person who brings order to critical product issues, 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 operation and requires coordination: translating 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 won t be writing code or diagnosing bugs, but you will be the steady hand that owns communication, cross-functional coordination, and the overall customer experience from the moment an issue is raised until it s fully resolved. You will build trust through transparency, advocate for customer priorities, and ensure internal teams remain accountable so every resolution ends with a satisfied customer.

WHAT YOU LL OWN

• 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 external expectations regarding status, timelines, and next steps.
• Keep information flowing: Own the communication lifecycle, providing proactive, transparent updates so customers never have to ask,  What s the status?
• 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 and keep resolutions moving forward.
• Know when to sound the alarm: Manage the escalation path effectively, looping in leadership and handling high-priority or after-hours critical issues when needed.

• Bridge the gaps: Facilitate regular internal review sessions to keep Customer Success Managers, Product Managers, and Technical Support teams synced on priorities.
• Foster accountability: Drive execution across technical teams without direct authority, keeping everyone focused on a customer-first outcome.
• Translate complexity: Develop clear, executive-ready summaries and action plans for high-priority customer issues and internal leadership.
• Refine the playbook: Track core metrics (aging, response times, escalation trends) and turn 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 of managing complex customer communications, ideally with high-stakes escalations or enterprise SaaS.
• Experience operating in fast-paced environments balancing multiple critical priorities.
• 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, understand business context, and translate for different audiences.
• Tool fluency: Comfortable in platforms like Salesforce, Jira, Azure Dev Ops, Asana, or similar systems.
• Familiarity with Agile: Experience with Agile product development is a plus.
• Bachelor s degree or equivalent professional experience.

• Customers feel heard and protected: Responsiveness and ownership lead to high customer satisfaction scores.
• Cycle times shrink: Coordinating and removing roadblocks reduces the time to resolve issues.
• Internal alignment: CS, Product, and Engineering know the status because documentation and tracking are clear.
• No cleanups required: Issues are closed only after formal customer validation of the fix.

Mastery Logistics Systems provides a single platform for transportation—serving shippers, carriers, private fleets, and brokers. Built to be loved, Mastery aims to unify disparate systems across the industry while delivering flexibility, visibility, and control.

The timing matters: global supply chains are under pressure, and the transportation industry is central to this. We are building a platform that moves faster, smarter, and more efficiently, addressing AI-powered data ingestion and intelligent automation.

We are a diverse team of specialists who value thoughtful collaboration, respect, and the pursuit of getting it right. We believe in diversity of thought and deliberate hiring so every person makes a real impact.

If you re passionate about humanizing a complex industry, building for scale, and impacting the global economy, welcome home. Let s build a masterpiece.

We offer a robust benefits package designed to provide real coverage, flexibility, and peace of mind.

Comprehensive health coverage to support your…