Customer Resolution Coordinator

Mastery Logistics Systems; Lake Forest (IL); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental & Vision coverage

Life & AD&D Insurance

Legal & Employee Assistance

401(k) with 4% match

Flexible PTO

Giving Back—St. Jude partnership

Job summary

Mastery Logistics Systems seeks a proactive Customer Success professional to own high‑impact customer escalations, coordinating across product, engineering, and services to drive timely resolutions. You will manage communications, set expectations, and advocate for customers while maintaining strong internal alignment.

The role emphasizes cross‑functional collaboration, speaking clearly to executives and engineers, and improving processes to shorten cycle times in a fast‑paced logistics tech

Qualifications

• 2–5 years of experience in Customer Success, Technical Support, Account Management, Project Management, or Operations.
• Experience handling high‑stakes escalations or enterprise SaaS environments.
• Ability to balance multiple priorities in a fast-paced environment.

Responsibilities

• Act as the primary point of contact for customers navigating critical product issues.
• Coordinate with Product, Engineering, Commercial, and Professional Services to clear roadblocks.
• Own the communication lifecycle with proactive, transparent updates.
• Track metrics and drive improvements to escalation workflows.

Skills

Customer Success

Cross-functional collaboration

Stakeholder management

Communication

CRM platforms

Education

Bachelor's degree

Tools

Salesforce

Jira

Azure DevOps

Asana

Job description

About the Role

You'll be the person who brings order to the chaos when critical product issues hit—turning a high‑stakes customer escalation into a structured, confident path to resolution. When a customer hits a roadblock, you own the communication, cross‑functional coordination, and overall customer experience from the moment an issue is raised until it’s fully resolved.

What You'll Own

Customer Ownership & Advocacy

• Act as the primary, trusted point of contact for customers navigating high‑impact, cross‑functional product issues.
• Champion the customer’s voice internally while setting clear, grounded expectations externally regarding status, timelines, and next steps.
• Own the communication lifecycle, providing proactive, transparent updates that ensure customers never have to ask, “What’s the status?”

Resolution Coordination & Execution

• Own the lifecycle of an escalation from intake and business‑impact scoping through to successful internal resolution and customer validation.
• Coordinate directly with Product, Engineering, Commercial, and Professional Services to clear roadblocks, align on action plans, and keep resolutions moving forward.
• Manage the escalation path effectively, looping in leadership and managing high‑priority or after‑hours critical issues when the situation demands it.

Cross‑Functional Alignment

• Facilitate regular internal review sessions to keep Customer Success Managers, Product Managers, and Technical Support teams synced on priorities.
• Drive execution across technical teams without direct authority, keeping everyone focused on a customer‑first outcome.

Communication, Reporting & Continuous Improvement

• Develop clear, executive‑ready summaries and action plans for high‑priority customer issues and internal leadership.
• Track core operational metrics (aging, response times, escalation trends) and turn those insights into better workflows and smoother processes.

Qualifications

• 2–5 years of experience in Customer Success, Technical Support, Account Management, Project Management, or Operations.
• Track record managing complex customer communications, ideally dealing with high‑stakes escalations or enterprise SaaS environments.
• Experience operating within a fast‑paced environment where you balance multiple critical priorities simultaneously without losing footing.
• Industry expertise in Transportation, logistics, or supply chain technology is highly preferred.

Skills & Approach

• Exceptional communication instincts: de‑escalate tense situations with empathy, clarity, and follow‑through.
• Organizational agility: influence, collaborate, and drive accountability across cross‑functional technical teams without direct authority.
• Sharp problem‑solving: navigate ambiguity, dig into the business context of a technical issue, and translate it for different audiences.
• Tool fluency: comfortable working in platforms like Salesforce, Jira, Azure DevOps, Asana, or similar CRM and work‑management systems.
• Familiarity with Agile product development processes is a major plus.
• Bachelor’s degree or equivalent professional experience.

Success Metrics

• Customers feel heard and protected: high customer satisfaction scores even in the wake of product issues.
• Cycle times shrink: mandatory coordination and roadblock removal reduce resolution time.
• Internal teams are aligned: clear documentation and tracking keep all stakeholders informed.
• No cleanups required: issues are closed only after the customer has formally validated the fix.

Benefits

• Medical, Dental & Vision coverage—comprehensive health coverage to focus on the work.
• Life & AD&D Insurance—company‑paid life insurance at one times your salary plus additional voluntary options.
• Legal & Employee Assistance—legal assistance and employee support programs for life's challenges.
• 401(k) with 4% match—sav­ing for retirement with a competitive company match.
• Flexible PTO—trust to manage your life and schedule while delivering great work.
• Giving Back—philanthropic partner St. Jude Children’s Research Hospital.