Agent Success Coordinator
$49,920–$52,000 year
On-site · Tampa, Florida, United States
Job Summary
Agent Success Coordinator will own the internal communications platform experience as the first-line presence for agents, answering questions, troubleshooting, moderating discussions, and ensuring smooth engagement. The role will maintain campaign content accuracy, publish real-time updates, and collaborate with Operations to deliver reliable, scalable communication. Responsibilities include analyzing agent engagement data in Excel/Sheets to identify knowledge gaps, monitor sentiment, and drive improvements in agent experience metrics such as aNPS. The position also involves innovating with automation and AI tools to streamline workflows, reduce manual effort, and enhance platform speed and health, plus leading engagement initiatives including live quality sessions, Tier 1 technical support, and cross-functional collaboration to ensure SLA compliance and elevate agent performance.
Required Qualifications
- Must have experience with agent floor support or support operations roles
- Must have recent chat support and team messaging tool experience - Ability to provide Tier 1 support in chat
- Must be MS Excel and Google Sheets proficient
- Must be tech savvy and thrive in a fast-paced environment
- Proven experience with introducing processes/automations, hands-on experience with tools like Zapier, Power Automate or similar
- High school diploma or equivalent
- Background check required
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