Customer Service Coordinator

Monthly Pay: $3,533 - $4,962 USD per month

Phone calls, emails, and live chat connect this role with customers who need clear answers and coordinated follow-through. The Customer Service Coordinator organizes incoming questions, service tickets, and customer updates so requests move to the right person without losing important context. This position sits within the customer service team, works under a customer service team lead, and collaborates with customers, support colleagues, and internal product contacts.

This fully remote, desk-based position lets you work from home in Texas, United States, while maintaining clear communication across service channels. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Review incoming calls, emails, and chat requests, identify the customer's main question, and organize service tickets by urgency and the support needed.
• Check customer details, previous contacts, and current request status in a CRM such as Salesforce before coordinating the next action.
• Create and update tickets in a support platform such as Freshdesk, recording the question, relevant service information, assigned owner, and next step.
• Coordinate incoming and return calls through a contact-center phone system such as Five9, passing clear context to colleagues when a transfer is needed.
• Provide approved product or service information, explain the next steps in straightforward language, and confirm that customers understand what will happen next.
• Route requests to the appropriate support colleague or internal product contact, checking that the receiving person has enough information to act.
• Monitor open tickets and promised updates, follow up when responses are pending, and keep customers informed when an answer takes longer than expected.
• Escalate unresolved questions, repeated contact, or unclear ownership to the customer service team lead, summarizing the issue and steps already taken.
• Confirm that the customer's question has been addressed, record the outcome, and close tickets only when the required follow-through is complete.
• Maintain quality through accurate information, timely turnaround, complete notes, and consistent follow-up; share recurring service obstacles during team reviews.

• High school diploma or equivalent.
• About 1-2 years of customer service, customer support, or related service coordination experience preferred.
• Understanding of service ticket stages, request prioritization, ownership, and clear handoffs between colleagues.
• Familiarity with a CRM such as Salesforce and a support platform such as Freshdesk for reviewing customer history and updating requests.
• Comfort handling customer conversations through phone, email, and live chat while keeping a consistent and professional tone.
• Clear written and spoken communication, including the ability to summarize questions and explain service information without unnecessary jargon.
• Ability to organize competing requests, recognize when guidance is needed, and maintain accurate notes during customer interactions.
• Access to a reliable computer, high-speed internet, and a quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in Texas, with responsibilities performed entirely at a desk.
• Structured onboarding and training on a CRM such as Salesforce, a support platform such as Freshdesk, and a contact-center phone system such as Five
  9.
• Regular check-ins with the customer service team lead to review questions, feedback, and service coordination practices.
• Opportunities to build customer communication, ticket prioritization, service handoff, and follow-through skills through everyday work.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.