Client Support Coordinator

Preferred Time Zone: Mountain or Central

The Client Support Coordinator is the real-time decision-maker at the center of the Client Support team. While the Director of Service Delivery sets operational direction and the Analysts deliver the technical work, the coordinator manages the space between triaging inbound requests, dispatching the correct team, monitoring queue health, and supporting SLA compliance across every active ticket. This role is the primary conduit between clients and the technical team, and the first voice a client hears when they call for help.

This is not a technical role. Deep IT knowledge is not required and will be developed on the job. This is a client experience and operational coordination role that requires exceptional interpersonal skills, composure under pressure, and the ability to manage a high-volume service operation in real time. The relationship between the Coordinator and the Analysts is the most operationally critical partnership on the team.

The coordinator should assess current workload and capacity well enough to make accurate dispatch decisions continuously throughout the day.

• Uphold Layer Cake’s core values in every client interaction and internal communication.
• Answer inbound client calls, create tickets, and route to the appropriate team or Analyst
• Triage inbound service requests arriving via phone, email, portal, or manual entry
• Coordinate with fellow Coordinators to maintain continuous phone and triage coverage
• Assign and schedule tickets based on availability, workload, and SLA requirements
• Monitor queues throughout the day to ensure progress and appropriate workload distribution
• Escalate priority issues with proper context and documentation

• Monitor SLA compliance in real time, flagging at-risk tickets before they breach
• Track overdue and aging tickets daily, following up with Analysts to drive resolution
• Maintain service board hygiene, ensuring accurate ticket status and timely updates

• Support Analyst scheduling within the PSA dispatch portal to ensure shift and service coverage
• Coordinate onsite visits and client access logistics when in-person resolution is needed

• Serve as a point of contact for clients on service status, scheduling, and ticket routing
• Resolve client concerns at the coordinator level, escalating to leadership as needed

• Identify recurring ticket flow or dispatch issues and recommend process improvements

• 1+ years of experience in a high-touch, front-line customer service role (hospitality, theme parks, luxury retail, healthcare front desk, airline operations, or similar)
• Exceptional interpersonal skills with the ability to convey confidence and reassurance to frustrated clients
• Strong situational awareness with the ability to triage and route unfamiliar issues quickly
• High teamwork orientation with a willingness to support teammates without being asked
• Strong organizational skills to manage high-volume queues without errors
• Proficiency with cloud productivity platforms (email, calendar, collaboration tools)

• Experience in a managed services (MSP) environment
• Familiarity with PSA, RMM, and documentation platforms
• Basic understanding of IT services and technical terminology

• Familiarity with regulated environments is expected
• Certifications may be required, including:
  • CJIS Security Awareness
  • CMMC (Cybersecurity Maturity Model Certification)
• Willingness to obtain and maintain certifications as required

• May be in-office, hybrid, or fully remote based on business needs
• Reliable high-speed internet required for remote work
• Standard business hours aligned to supported region

• Not a primary function
• Occasional travel may be required for meetings, training, or client needs

• Ability to use hands, communicate, and interpret written materials
• Occasionally lift and move objects up to 25 pounds (with or without accommodation)

• Lead with Ownership
• Aligned Partnership
• You Win, We Win
• Elevated Standards

Why Join Layer Cake?

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