Senior Customer Care Coordinator

Summary

Description:

Graduate Management Admission Council (GMAC™) is a mission-driven organization, with a vision to be the global leader in ensuring every talented person can benefit from the best business education for them. The organization’s priority is to heighten its impact in promoting graduate management education and attracting a qualified and diverse candidate pool from around the world. The Senior Customer Care Coordinator plays a key role in supporting day-to-day customer care operations by resolving complex customer issues, guiding third-party support teams, improving processes, and assisting with the management of AI-powered service tools and workflows.

This role combines hands-on customer support with operations, reporting, and continuous improvement. Success in this role requires strong organization, analytical thinking, comfort working with systems, data, and changing priorities, and a proactive approach to enhancing the customer experience.

• Serve as an escalation point for customer issues across phone, email, and chat channels; ensure timely resolution and a consistent, high-quality customer experience across all channels.
• Support users across GMAC’s products, exam services, and exam preparation offerings.
• Investigate and resolve Tier 2+ issues using internal systems, tools, and data to minimize repeat contacts and reduce time to resolution.
• Identify recurring customer problems, root causes, and service trends to inform process improvements and reduce future service disruptions.
• Escalate issues to internal teams, vendors, or product owners with clear documentation.
• Maintain accurate case records, including detailed notes and resolutions.
• Support customer care queue and workload management to help maintain service levels and meet response time targets.
• Monitor third-party support partners and provide feedback on quality and performance.
• Identify and improve workflows, procedures, and service standards to increase efficiency and consistency.
• Partner with the Senior Manager to implement and optimize AI-driven customer service workflows, including automation, routing, self-service, and agent-assist tools.
• Review AI workflow results and recommend improvements based on service quality, customer feedback, and cost savings.
• Maintain process documentation, knowledge articles, and operating procedures.
• Help train and support contractors and vendor teams.
• Provide backup support for the Senior Manager when needed.
• Build, maintain and share reports on ticket volume, backlog, service levels, and team performance as requested.
• Analyze trends and recommend operational improvements.
• Other responsibilities and duties, as assigned.

• High school diploma or equivalent.
• 3 years’ experience in customer service, support operations, customer success, retail, hospitality, or similar environments.
• Strong analytical and problem-solving skills.
• Experience improving processes or workflows.
• Comfortable using data and reports to make decisions.
• Strong written and verbal communication skills.
• Excellent interpersonal skills; ability to interact with a wide variety of people using diplomacy, tact and discretion.
• Excellent organization and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail.
• Ability to work independently and across teams.
• Ability to work in-office and remotely according to GMAC’s hybrid work environment.

• Experience with customer service platforms (e.g., Zendesk, Salesforce Service Cloud, or Freshdesk).
• Experience with AI-powered customer service tools, chatbots, workflow automation, or knowledge base platforms.
• Technical troubleshooting experience.
• Familiarity with dashboards, reporting tools, or Excel-based analysis.
• Experience working with outsourced or third-party support teams.
• Positive, consistent, and proactive problem solver.

Non-Exempt

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

GMAC is wholly committed to recruiting, developing, and retaining a diverse group of talented people, and providing equal employment opportunities to all employees and applicants without regard to the basis of actual or perceived race, creed, color, religion, national origin, ancestry, age, disability, sex (including pregnancy, childbirth, and related medical conditions), marital status, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state or local laws.