Panelist Success Team Coordinator

2 hours, 27 minutes ago
Mid Level
Customer and Technical Support
Pulse Labs

Pulse Labs

Pulse Labs revolutionizes UX research with authentic consumer data and cutting-edge technology, empowering decision-making with data-driven solutions for voice technology and behavioral tracking.

IT Services
11-50
Founded 2017
$3M raised

Description

  • Monitor daily ticket volume and ensure responses meet SLA expectations.
  • Track team productivity and follow up on unresolved or idle tickets.
  • Maintain visibility into active studies and assign clear support ownership.
  • Identify study coverage risks early and coordinate resource adjustments.
  • Connect with study points of contact on support metrics such as volume, response times, resolution times, and backlog.
  • Surface trends, risks, and operational concerns to study points of contact and internal stakeholders.
  • Identify situations requiring escalation and coordinate resolution with internal teams.
  • Represent the Support Team in cross-functional meetings and advocate for team needs and priorities.
  • Step in to handle tickets or contacts directly when needed to support the team and reduce backlog.
  • Lead by example in ticket quality, responsiveness, and operational follow-through.

Requirements

  • 2–5 years of experience in customer support, operations, or similar roles.
  • Experience leading small teams or influencing outcomes without direct authority.
  • Strong organizational and prioritization skills.
  • Comfort working with metrics and operational data.
  • Clear, confident communication across teams.
  • Proactive mindset with a strong sense of ownership.

Interested in this position?

Apply directly on the company website

Apply Now

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