[Hiring] Customer Success Team Coordinator @Pulse Labs AI, Inc.

Role Description

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 Responsibilities

• Team Operations & Productivity Oversight
  • Monitor daily ticket volume and ensure timely responses aligned with SLA expectations
  • Identify gaps in productivity and follow up with team members as needed
  • Ensure tickets are actively being worked and not left unresolved or idle
• Study Coverage & Resource Coordination
  • Maintain visibility into all active studies and assigned support coverage
  • Ensure each study has clear ownership and appropriate support at all times
  • Identify coverage risks early and coordinate adjustments with the team
• Metrics & Reporting
  • Connect with study POCs on key support metrics (volume, response times, resolution times, backlog)
  • Work with study POCs to surface trends, risks, and areas of concern
  • Help connect day-to-day activity with broader operational impact
• Escalation Management
  • Identify tickets or situations that require escalation
  • Coordinate with internal teams to resolve issues
  • Ensure escalations are followed through to resolution
• Cross-Functional Representation
  • Represent the Support Team in meetings and cross-functional discussions
  • Advocate for team needs, blockers, and priorities
  • Ensure support insights are clearly communicated and understood
• Hands-On Support Coverage
  • Step in to manage tickets/contacts directly when needed to support the team
  • Help reduce backlog during high-volume periods or coverage gaps
  • Lead by example in ticket quality and responsiveness

Qualifications

• 2–5 years of experience in customer support, operations, or similar roles
• Experience leading small teams or influencing outcomes without direct authority
• Strong organizational and prioritization skills
• Comfort working with metrics and operational data
• Clear, confident communicator across teams
• Proactive mindset with a strong sense of ownership