Remote Client Success & Support Coordinator

CDP Community; Boston (MA); Remote; USD 52,000 - 76,000; Full time

Job summary

CDP Community is seeking a Client Solutions & Support Coordinator for a full-time remote role. You will review client requests, diagnose issues across platforms, escalate when needed, and provide effective recommendations to drive prompt resolutions.

You will collaborate with clients and internal teams to ensure exceptional service, maintain SLA adherence, and contribute to a growing knowledge base and process improvements.

Qualifications

• Excellent customer service and support skills.
• Clear, professional communication with clients and internal partners.
• Flexible and adaptable to changing priorities.
• Ability to independently and collaboratively tackle issues.
• Strong technical troubleshooting skills to explain and resolve issues.
• Highly developed interpersonal skills and professional demeanor.
• Experience in fast-paced environments with cross-functional teams.

Responsibilities

• Build and maintain positive client experience through the entire support ticket lifecycle: review requests, determine across multiple technical platforms issues, provide recommendations and solutions for resolution.
• Promote client success by cultivating collaborative relationships, managing client expectations, and ensuring adherence to SLAs for support tickets.
• Actively participate in weekly ticket prioritization and review meetings to ensure efficient ticket management and resolution.
• Contribute to the company-wide knowledge base by documenting common support issues and resolutions for quicker future ticket handling
• Research existing material and combine resources into cohesive and accessible documentation for both clients and internal teams
• Participate in internal stakeholder meetings and external client meetings to clarify and resolve client requests
• Ensure timely escalation of potential issues and proactively suggest and implement process improvements to enhance service efficiency
• Perform other duties and responsibilities as assigned by the Manager and/or Director

Skills

Customer service

Communication

Adaptability

Problem solving

Interpersonal skills

Written communication

Team collaboration

Education

Bachelor’s Degree or equivalent

Job description

CDP Community is seeking a Client Solutions & Support Coordinator for a full-time remote role. You will review client requests, diagnose issues across platforms, escalate when needed, and provide effective recommendations to drive prompt resolutions.

You will collaborate with clients and internal teams to ensure exceptional service, maintain SLA adherence, and contribute to a growing knowledge base and process improvements.