Customer Escalation Coordinator | Cross-Functional Liaison

Mastery Logistics Systems; Minneapolis (MN); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Comprehensive health coverage

Company-paid life insurance

401(k) with 4% match

Flexible work approach

St. Jude Children’s Research Hospital—

Job summary

Mastery Logistics Systems is seeking a Customer Resolution Coordinator to own communication, coordinate cross-functional teams, and guide escalations from intake to final validation.

In this role you will translate business impact for internal stakeholders, provide proactive updates, and advocate for the customer experience while ensuring accountability across Product, Engineering, and Professional Services.

Qualifications

• Excellent communication and empathy to de-escalate high-stakes situations.
• Ability to influence cross-functional teams without direct authority.
• Translate complex issues into executive-ready summaries for leadership.

Responsibilities

• Be the anchor for customers navigating high-impact product issues.
• Own the communication lifecycle with proactive updates and status transparency.
• Coordinate with Product, Engineering, Commercial, and Professional Services to unblock roadblocks.
• Drive end-to-end resolution from intake to customer validation and closure.

Skills

Communication

Cross-functional coordination

Problem solving

Agile familiarity

Education

Bachelor's degree

Tools

Salesforce

Jira

Azure DevOps

Asana

Job description

Mastery Logistics Systems is seeking a Customer Resolution Coordinator to own communication, coordinate cross-functional teams, and guide escalations from intake to final validation.

In this role you will translate business impact for internal stakeholders, provide proactive updates, and advocate for the customer experience while ensuring accountability across Product, Engineering, and Professional Services.