[Hiring] Support Service Coordinator L1 @Pax8

Role Description

Join Pax8 as a Support Service Coordinator L1 in the United States, where your coordination skills help deliver exceptional partner experiences at scale.

This role sits at the heart of Pax8 Support Operations. You’ll be trusted with real-time service coordination, escalation management, and quality oversight — all while growing alongside Pax8’s evolving AI-enabled support ecosystem. You’ll gain deep operational exposure, sharpen analytical skills, and play a visible role in how we deliver support globally.

What you’ll be doing

• Coordinate incoming support cases across channels, ensuring accurate triage and timely assignment
• Match cases to the right expertise using skill tagging, schedules, and intelligent routing logic
• Act quickly on critical escalations and coverage gaps to maintain seamless support
• Monitor case and call quality, applying established frameworks to drive consistency and improvement
• Maintain accurate workforce and service data to support reporting, visibility, and decision-making
• Collaborate closely with Support Agents, Leaders, and Partners to align on expectations and outcomes

The impact you’ll make

Your work ensures the right issues reach the right people at the right time. By maintaining quality, accuracy, and flow across support operations, you directly influence partner satisfaction, agent effectiveness, and Pax8’s ability to scale with confidence.

Qualifications

• Proven experience in support operations, service coordination, or a similar environment
• Strong attention to detail with a passion for data accuracy and service quality
• Demonstrated understanding of case routing, workforce data, and quality assurance principles
• Confidence working with tools such as ServiceNow, SharePoint, and Outlook
• Clear, professional communication skills and a collaborative mindset
• Strong analytical thinking with the ability to spot trends and improve processes
• Comfort adapting quickly in a fast-paced, high-growth environment
• Motivation to continuously learn and pursue relevant technical or IT certifications

Benefits

• Competitive compensation aligned to market and experience
• Annual performance bonus opportunity
• Comprehensive health, dental, and vision insurance
• Life and disability insurance
• Generous paid time off and paid holidays
• 401(k) retirement plan with company contribution
• Learning and development investment, including unlimited access to LinkedIn Learning
• Wellbeing resources and employee support programs

Company Description

Our mission is to build the managed intelligence marketplace and empower small businesses to do more with smarter technology. We are a fast-growing, dynamic, and high-energy organization with a start-up feel, allowing you to make a meaningful impact on the business.

• Culture is important to us, and at Pax8, it's business, and it IS personal.
• We are passionate, creative, and unconventional.
• We work hard, keep it fun, and expect the best!
• We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.