Customer Support Operations Coordinator

Now hiring for a Customer Support Operations Coordinator in Atlanta!This is a temporary to permanent hire position working a hybrid scheduleAbout the RoleWe are seeking a highly organized and detail-oriented Support Operations Coordinator to join our team. In this role, you will oversee the full lifecycle of support tickets within the call center, ensuring timely responses, proper escalations, and high-quality resolutions. You will help maintain the health of the ticket queue, support agents with process clarity, and continuously improve documentation, scripts, and workflows to enhance efficiency and customer experience.Key Responsibilities:Ticket & Queue ManagementMonitor inbound support tickets to ensure timely assignment, updates, and resolution within SLA.Identify stalled, aging, or misrouted tickets and take corrective action.Route escalations to the appropriate internal teams (Tier 2, Tier 3, Support).Track daily ticket volume, backlog, and closure rates.Quality & Process ImprovementReview recurring issues and recommend updates to troubleshooting scripts and runbooks.Partner with the team to refine workflows that reduce handle time and improve first-contact resolution.Identify documentation gaps and create or update knowledge base content.Analyze ticket trends to recommend training topics or process enhancements.Support Operations CoordinationServe as the point of contact for ticketing system best practices and improvements.Ensure agents follow documentation standards and resolution procedures.Collaborate with cross-functional teams to resolve systemic issues impacting support.Reporting & MetricsGenerate daily and weekly reports on ticket status, SLA performance, backlog, and escalations.Highlight risks, bottlenecks, and operational issues to leadership.Track improvements in script and runbook effectiveness over time.As a RemX Customer Support Operations Coordinator We Offer You:Competitive payPaid weekly (Direct Deposit or ATM Debit Card available)Access to health benefits and retirement planA personal recruiter to help with job searches and assistance when at work!Required Skills & Experience:2-4 years of experience in a call center, technical support, or service operations environment.Excellent organizational skills with the ability to manage multiple priorities.Strong analytical mindset with the ability to identify process inefficiencies.Clear written and verbal communication skills; technical writing experience is a plus.Experience creating or maintaining support documentation is preferred.Find A Job That Works for You!Each and every day RemX puts over 90,000 people to work, helping more than 15,000 companies find the talent they need to succeed. And, as a part of the 10th largest staffing company in the world, we understand that at the heart of every successful business are people. That's why we work hard to find you the right job at the right company. Explore all the exciting opportunities RemX offers and find the right job for you!