Care Coordinator

Job Description:

Care Coordinator

Location:

Plano, TX (In-Office)

Department:
Customer Care / Customer Success

Reports To:

Manager of Customer Care

At Amazing Life, the Care Coordinator plays a critical role in delivering a high-quality, thoughtful support experience to our customers. This role goes beyond basic ticket handling — Care Coordinators are trusted problem-solvers who take ownership of customer issues, coordinate solutions across teams, and ensure customers feel supported from start to finish.

You will serve as a key point of contact for customers navigating the Amazing Life platform, combining strong product knowledge, clear communication, and sound judgment to resolve issues efficiently and empathetically. This role is ideal for someone who already has experience in customer support or service and is ready to operate with greater independence, consistency, and accountability.

Care Coordinators are expected to manage a steady volume of customer requests, handle moderately complex issues, and contribute to continuous improvement of our support processes and documentation.

• Customer Care & Issue Resolution
• Serve as a first point of contact for customer inquiries via phone, email, chat, and other support channels.
• Resolve a broad range of customer issues independently, including product usage questions, troubleshooting, and account-related concerns.
• Apply sound judgment to assess urgency, impact, and appropriate next steps for customer issues.
• Provide timely, clear, and empathetic communication that builds trust and confidence with customers.

• Own customer issues from intake through resolution, ensuring follow-through and proactive updates.
• Coordinate with senior Care team members, Customer Success, Product, or Engineering when issues require escalation.
• Advocate for the customer while balancing internal processes and priorities.
• Identify recurring issues and surface patterns or insights to the broader team.

• Accurately document customer interactions, resolutions, and trends.
• Maintain high standards for data quality, notes, and case tracking.
• Contribute to internal knowledge bases and customer-facing help resources by suggesting improvements or drafting content.
• Follow and help reinforce established SLAs, workflows, and support best practices.

• Stay current on platform updates, new features, and process changes.
• Share learnings, best practices, and customer insights with teammates.
• Provide peer support by answering questions, sharing context, and modeling strong customer care behaviors.
• Actively seek feedback and coaching to continue improving effectiveness and impact.

Required

• 2+ years of experience in customer support, customer service, care coordination, or a related customer-facing role.
• Strong written and verbal communication skills, with the ability to explain issues clearly and professionally.
• Demonstrated ability to manage multiple cases simultaneously while maintaining accuracy and follow-through.
• Comfort working independently while knowing when to escalate or ask for support.
• Experience using CRM or support platforms (e.g., Salesforce, Hub Spot, Zendesk, or similar).
• Comfortable learning and quickly becoming proficient in a variety of software platforms and internal tools.

Preferred

• Experience supporting a SaaS product or technology platform.
• Familiarity with nonprofit, education, or faith-based organizations.
• Experience contributing to process improvements or documentation.

• Customers receive timely, accurate, and empathetic support.
• Issues are owned through resolution with minimal handoffs.
• Customer feedback and satisfaction scores consistently meet or exceed expectations.
• Support cases are well-documented and easy for others to understand or pick up if needed.
• The Care Coordinator is viewed as a reliable, knowledgeable contributor to the team.

• Customer Empathy:
  You genuinely care about helping people and take pride in resolving issues well.
• Ownership Mentality:
  You don’t just pass problems along — you see them through.
• Attention to Detail:
  You document clearly and follow processes with consistency.
• Problem-Solving
  
  Skills:
  
  You enjoy figuring things out and navigating ambiguity.
• Growth Orientation:
  You want to continue developing your skills and expanding your impact.

Amazing Life is a mission-driven organization committed to serving churches and families through thoughtful technology and care. We believe excellent customer care requires empathy, accountability, and continuous learning — and we invest in people who want to grow while doing meaningful work.

If you’re looking for a role where your judgment matters, your voice is valued, and your work directly impacts customer trust, we’d love to meet you.