Coordinator, Customer Support
Hybrid · Atlanta, Georgia, United States
Job Summary
Customer Service Coordinator to support key public-facing departments and programs. This role requires strong organization, attention to detail, and the ability to communicate with fans, referees, coaches, donors, and other customers via a case management system. Responsibilities include responding to inquiries, creating and updating FAQs to improve self-service resources, conducting QA reviews of tier 1 agents’ work, collaborating with internal teams to address issues, participating in department meetings, updating response templates for clear communication, and assisting in managing customer data in backend systems. The role also involves building positive relationships with membership by providing training, support, and service. Must maintain a hybrid in-office schedule (3 days/week), demonstrate professional demeanor, and effectively prioritize workflows under deadlines.
Required Qualifications
- 0-2 years related experience in customer service
- Capable of working in fast-paced and demanding environments
- Exceptional time management skills and ability to prioritize workflows
- Ability to deliver high-quality work and execute under pressure and deadlines
- Proficient with Microsoft Suite (Word, PowerPoint, Excel, and Outlook)
- Must be able to connect “micro” details to the “macro” vision and mission
- Excellent written and verbal communication combined with a professional demeanor
- Maintain a hybrid work schedule, with in-office presence 3 times per week
- Passion for soccer (preferred)
- Bilingual English and Spanish (preferred)
- Experience with case management systems (e.g. ZenDesk, Service Now)
- Experience with Salesforce
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