Operations & Customer Support Coordinator

We’re looking for an organized, calm, highly accountable operations coordinator to manage day-to-day customer communication and delivery logistics for a residential appliances business. You’ll handle customer updates, scheduling, shipment/delivery issues, driver coordination, and escalation resolution—owning problems end-to-end until they’re closed.

This is a remote role with a lot of moving parts. If you like structure, clear priorities, and being the person who makes everything run on time, this is a strong fit.

Key Responsibilities
• Serve as the main point of contact for customers regarding delivery scheduling, updates, delays, and issues
• Coordinate deliveries with drivers/dispatch and internal teams (reschedules, routing changes, special instructions)
• Track shipments/deliveries from “scheduled” to “completed” and keep status accurate in the system
• Resolve escalations: late deliveries, damaged items, missing items, wrong address/notes, driver delays/no-shows
• Communicate clearly and professionally with customers by phone, SMS, and email
• Maintain a clean tracker (tickets/CRM/spreadsheet) with next steps, owners, and timelines
• Proactively identify problems before they happen (confirmation calls, route checks, missing info)
• Create simple SOPs/checklists as you notice recurring issues

Requirements
• 2+ years in operations coordination, dispatch, logistics coordination, or customer support in a fast-paced environment
• Strong spoken and written English (phone support required)
• Proven ability to prioritize and stay calm under pressure
• Very strong attention to detail (addresses, appointment windows, notes, order details)
• Comfortable using tools like CRMs/ticketing systems, Google Sheets/Excel, and chat/email daily
• Reliable computer, stable internet, and a quiet work environment suitable for calls

Nice to Have
• Experience with last-mile delivery, home services, appliances, furniture delivery, or field service operations
• Experience with Zendesk/Freshdesk/HubSpot/Front (or similar)
• Experience managing multiple drivers/routes per day
• Experience writing SOPs and improving workflows

What Success Looks Like (30–60 Days)
• Customers receive proactive updates and fewer “where is my delivery?” calls
• Fewer missed appointments and smoother reschedules
• Delivery issues are documented clearly, escalations handled quickly, and root causes tracked
• Tracking system stays accurate and leadership always knows the status at a glance

Schedule
• Remote
• Full-time preferred
• Must be available during business hours aligned with the team’s operating timezone (details shared during screening)