{"schemaVersion":"jobsearcher.job.v1","id":"725684e768ac3cdacf3f33d1","url":"https://jobsearcher.com/jobs/725684e768ac3cdacf3f33d1","canonicalUrl":"https://jobsearcher.com/jobs/725684e768ac3cdacf3f33d1","title":"Client Support Coordinator","description":"Client Support Coordinator\n\nLocation: Remote, USA\n\nPreferred Time Zone: Mountain or Central\n\nROLE PURPOSE\n\nThe Client Support Coordinator is the real-time decision-maker at the center of the Client Support team. While the Director of Service Delivery sets operational direction and the Analysts deliver the technical work, the coordinator manages the space between triaging inbound requests, dispatching the correct team, monitoring queue health, and supporting SLA compliance across every active ticket. This role is the primary conduit between clients and the technical team, and the first voice a client hears when they call for help.\n\nThis is not a technical role. Deep IT knowledge is not required and will be developed on the job. This is a client experience and operational coordination role that requires exceptional interpersonal skills, composure under pressure, and the ability to manage a high-volume service operation in real time. The relationship between the Coordinator and the Analysts is the most operationally critical partnership on the team. The coordinator should assess current workload and capacity well enough to make accurate dispatch decisions continuously throughout the day.\n\nKEY RESPONSIBILITIES\nCULTURE & VALUES\nUphold LayerCake’s core values in every client interaction and internal communication.\nPHONE COVERAGE & TICKET TRIAGE\nAnswer inbound client calls, create tickets, and route to the appropriate team or Analyst\nTriage inbound service requests arriving via phone, email, portal, or manual entry\nCoordinate with fellow Coordinators to maintain continuous phone and triage coverage\nAssign and schedule tickets based on availability, workload, and SLA requirements\nMonitor queues throughout the day to ensure progress and appropriate workload distribution\nEscalate priority issues with proper context and documentation\nSLA MONITORING & QUEUE HEALTH\nMonitor SLA compliance in real time, flagging at-risk tickets before they breach\nTrack overdue and aging tickets daily, following up with Analysts to drive resolution\nMaintain service board hygiene, ensuring accurate ticket status and timely updates\nSCHEDULING & RESOURCE COORDINATION\nSupport Analyst scheduling within the PSA dispatch portal to ensure shift and service coverage\nCoordinate onsite visits and client access logistics when in-person resolution is needed\nCLIENT COMMUNICATION\nServe as a point of contact for clients on service status, scheduling, and ticket routing\nResolve client concerns at the coordinator level, escalating to leadership as needed\nOPERATIONAL SUPPORT\nIdentify recurring ticket flow or dispatch issues and recommend process improvements\nQUALIFICATIONS\n\nRequired\n1+ years of experience in a high-touch, front-line customer service role (hospitality, theme parks, luxury retail, healthcare front desk, airline operations, or similar)\nExceptional interpersonal skills with the ability to convey confidence and reassurance to frustrated clients\nStrong situational awareness with the ability to triage and route unfamiliar issues quickly\nHigh teamwork orientation with a willingness to support teammates without being asked\nStrong organizational skills to manage high-volume queues without errors\nProficiency with cloud productivity platforms (email, calendar, collaboration tools)\nPreferred\nExperience in a managed services (MSP) environment\nFamiliarity with PSA, RMM, and documentation platforms\nBasic understanding of IT services and technical terminology\nCompliance & Certifications\nFamiliarity with regulated environments is expected\nCertifications may be required, including:\nCJIS Security Awareness\nCMMC (Cybersecurity Maturity Model Certification)\nWillingness to obtain and maintain certifications as required\nWork Environment & Availability\nMay be in-office, hybrid, or fully remote based on business needs\nReliable high-speed internet required for remote work\nStandard business hours aligned to supported region\nTravel\nNot a primary function\nOccasional travel may be required for meetings, training, or client needs\nPhysical Requirements\nAbility to use hands, communicate, and interpret written materials\nOccasionally lift and move objects up to 25 pounds (with or without accommodation)\nValues in Action\nLead with Ownership\nAligned Partnership\nYou Win, We Win\nElevated Standards\nRelentless Curiosity\n\nWhy Join LayerCake?\n\nLayerCake, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes. We’ve always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.\n\nBenefits:\n\n9 paid holidays; 6 mandated holidays, 3 floating holidays\n401K Retirement with matching contributions\nExcellent medical, vision, and dental insurance\nLife insurance and disability insurance\nUnlimited weeks PTO\nEligible for PTO, 401k, benefits, you are a full-time employee\n\nTop Reasons our Employees Love Being Part of the Blue Alliance Family:\n\nEntrepreneurial Culture\nFast-paced Flow, with a Variety of Projects\nCollaborative Work Environment\nTraining & Certifications\nCareer Growth Opportunities\n\nReady for the next step?\n\nThe greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.\n\nPlease be advised we, LayerCake, participate in E-Verify.","company":"Layercake Technologies","rawCompany":"layercake technologies","city":"Denver","state":"CO","isRemote":false,"isActive":false,"createdAt":"2026-08-29T11:18:34.426Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"43-5032.00","title":"Dispatchers, Except Police, Fire, and Ambulance","slug":"dispatchers-except-police-fire-and-ambulance"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Client Support Coordinator","description":"Client Support Coordinator\n\nLocation: Remote, USA\n\nPreferred Time Zone: Mountain or Central\n\nROLE PURPOSE\n\nThe Client Support Coordinator is the real-time decision-maker at the center of the Client Support team. While the Director of Service Delivery sets operational direction and the Analysts deliver the technical work, the coordinator manages the space between triaging inbound requests, dispatching the correct team, monitoring queue health, and supporting SLA compliance across every active ticket. This role is the primary conduit between clients and the technical team, and the first voice a client hears when they call for help.\n\nThis is not a technical role. Deep IT knowledge is not required and will be developed on the job. This is a client experience and operational coordination role that requires exceptional interpersonal skills, composure under pressure, and the ability to manage a high-volume service operation in real time. The relationship between the Coordinator and the Analysts is the most operationally critical partnership on the team. The coordinator should assess current workload and capacity well enough to make accurate dispatch decisions continuously throughout the day.\n\nKEY RESPONSIBILITIES\nCULTURE & VALUES\nUphold LayerCake’s core values in every client interaction and internal communication.\nPHONE COVERAGE & TICKET TRIAGE\nAnswer inbound client calls, create tickets, and route to the appropriate team or Analyst\nTriage inbound service requests arriving via phone, email, portal, or manual entry\nCoordinate with fellow Coordinators to maintain continuous phone and triage coverage\nAssign and schedule tickets based on availability, workload, and SLA requirements\nMonitor queues throughout the day to ensure progress and appropriate workload distribution\nEscalate priority issues with proper context and documentation\nSLA MONITORING & QUEUE HEALTH\nMonitor SLA compliance in real time, flagging at-risk tickets before they breach\nTrack overdue and aging tickets daily, following up with Analysts to drive resolution\nMaintain service board hygiene, ensuring accurate ticket status and timely updates\nSCHEDULING & RESOURCE COORDINATION\nSupport Analyst scheduling within the PSA dispatch portal to ensure shift and service coverage\nCoordinate onsite visits and client access logistics when in-person resolution is needed\nCLIENT COMMUNICATION\nServe as a point of contact for clients on service status, scheduling, and ticket routing\nResolve client concerns at the coordinator level, escalating to leadership as needed\nOPERATIONAL SUPPORT\nIdentify recurring ticket flow or dispatch issues and recommend process improvements\nQUALIFICATIONS\n\nRequired\n1+ years of experience in a high-touch, front-line customer service role (hospitality, theme parks, luxury retail, healthcare front desk, airline operations, or similar)\nExceptional interpersonal skills with the ability to convey confidence and reassurance to frustrated clients\nStrong situational awareness with the ability to triage and route unfamiliar issues quickly\nHigh teamwork orientation with a willingness to support teammates without being asked\nStrong organizational skills to manage high-volume queues without errors\nProficiency with cloud productivity platforms (email, calendar, collaboration tools)\nPreferred\nExperience in a managed services (MSP) environment\nFamiliarity with PSA, RMM, and documentation platforms\nBasic understanding of IT services and technical terminology\nCompliance & Certifications\nFamiliarity with regulated environments is expected\nCertifications may be required, including:\nCJIS Security Awareness\nCMMC (Cybersecurity Maturity Model Certification)\nWillingness to obtain and maintain certifications as required\nWork Environment & Availability\nMay be in-office, hybrid, or fully remote based on business needs\nReliable high-speed internet required for remote work\nStandard business hours aligned to supported region\nTravel\nNot a primary function\nOccasional travel may be required for meetings, training, or client needs\nPhysical Requirements\nAbility to use hands, communicate, and interpret written materials\nOccasionally lift and move objects up to 25 pounds (with or without accommodation)\nValues in Action\nLead with Ownership\nAligned Partnership\nYou Win, We Win\nElevated Standards\nRelentless Curiosity\n\nWhy Join LayerCake?\n\nLayerCake, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes. We’ve always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.\n\nBenefits:\n\n9 paid holidays; 6 mandated holidays, 3 floating holidays\n401K Retirement with matching contributions\nExcellent medical, vision, and dental insurance\nLife insurance and disability insurance\nUnlimited weeks PTO\nEligible for PTO, 401k, benefits, you are a full-time employee\n\nTop Reasons our Employees Love Being Part of the Blue Alliance Family:\n\nEntrepreneurial Culture\nFast-paced Flow, with a Variety of Projects\nCollaborative Work Environment\nTraining & Certifications\nCareer Growth Opportunities\n\nReady for the next step?\n\nThe greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.\n\nPlease be advised we, LayerCake, participate in E-Verify.","datePosted":"2026-08-29T11:18:34.426Z","dateModified":"2026-08-29T11:18:34.426Z","hiringOrganization":{"@type":"Organization","name":"Layercake Technologies","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Denver","addressRegion":"CO","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"725684e768ac3cdacf3f33d1"},"url":"https://jobsearcher.com/jobs/725684e768ac3cdacf3f33d1"}}