Customer Success Team Coordinator

We are looking for a highly organized and proactive Panelist Success Team Coordinator to support the day-to-day operations of the support team. This role acts as a central point of coordination, ensuring team productivity, study coverage, and visibility into key metrics, while also representing the team’s needs in cross-functional conversations.This is a hands-on operational coordination role, ideal for someone who can lead through influence, stay close to the work, and step in when needed.Key Responsibilities1. Team Operations & Productivity OversightMonitor daily ticket volume and ensure timely responses aligned with SLA expectationsIdentify gaps in productivity and follow up with team members as neededEnsure tickets are actively being worked and not left unresolved or idle2. Study Coverage & Resource CoordinationMaintain visibility into all active studies and assigned support coverageEnsure each study has clear ownership and appropriate support at all timesIdentify coverage risks early and coordinate adjustments with the team3. Metrics & ReportingConnect with study POCs on key support metrics (volume, response times, resolution times, backlog)Work with study POCs to surface trends, risks, and areas of concernHelp connect day-to-day activity with broader operational impact4. Escalation Management:Identify tickets or situations that require escalation. Coordinate with internal teams to resolve issuesEnsure escalations are followed through to resolution5. Cross-Functional Representation:Represent the Support Team in meetings and cross-functional discussionsAdvocate for team needs, blockers, and prioritiesEnsure support insights are clearly communicated and understood6. Hands-On Support Coverage:Step in to manage tickets/contacts directly when needed to support the teamHelp reduce backlog during high-volume periods or coverage gapsLead by example in ticket quality and responsiveness