Service Operations Coordinator

Job Title: Service Operations Coordinator

Monthly Pay: $3,721 - $5,558 USD per month

Summary:

Each shift begins with the open service queue: incoming emails, outstanding requests, and updates waiting to be organized. The Service Operations Coordinator keeps requests moving between customers and internal service teams so that ownership, next steps, and expected completion are clear. The role sits within the operations team and works under an operations team lead, collaborating with customer support representatives and service delivery staff. This is a fully remote, desk-based position offering work from home in Georgia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming emails and service tickets in a support platform such as Zendesk, identifying new requests, overdue updates, and items needing immediate attention.
• Check each request for a clear service description, customer contact information, requested timing, and missing details before routing it to the appropriate service team.
• Maintain customer interaction details in a CRM such as HubSpot, linking relevant request references and recording the information needed for coordinated follow-through.
• Organize request priorities using established urgency guidelines, service commitments, and team availability; confirm ownership rather than leaving work unassigned between teams.
• Coordinate expected completion dates with service delivery staff, checking workload and available capacity before communicating realistic updates to customers and internal contacts.
• Track progress throughout the shift, follow up with assigned staff when updates are due, and flag dependencies that could delay the next action.
• Escalate conflicting priorities, missed commitments, and unresolved handoffs to the operations team lead with a concise summary of the issue and actions already taken.
• Send clear progress updates to customers and support representatives, explaining confirmed next steps without promising outcomes that the responsible team has not approved.
• Review completed requests for confirmation of the requested service, update their status, and prepare handover notes for any items still awaiting action.
• Summarize recurring delays and workload patterns for team review; quality is judged through accuracy, turnaround, complete notes, and consistent follow-up across assigned requests.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of service operations, service coordination, or related administrative experience preferred.
• Understanding of request prioritization, service handoffs, workload capacity, and the importance of clear ownership throughout a service workflow.
• Familiarity with a support platform such as Zendesk and a CRM such as HubSpot for updating requests and customer interactions.
• Ability to compare request details, identify missing information, and maintain accurate status updates without overlooking unresolved actions.
• Clear written and verbal communication for customer updates, internal coordination, and concise escalation summaries that explain the next decision needed.
• Ability to organize competing requests, recognize capacity constraints, and suggest practical workflow improvements within established procedures.
• 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.

Perks & Benefits:

• Fully remote work from home in Georgia, with desk-based responsibilities centered on digital service coordination.
• Structured onboarding and training using example systems including a support platform such as Zendesk and a CRM such as HubSpot.
• Regular check-ins with the operations team lead to review priorities, discuss obstacles, and receive practical feedback.
• Opportunities to build skills in workload coordination, capacity planning, performance metrics, and continuous improvement through everyday service workflows.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.