BPCS, Comprehensive marketing solutions, ltd.

Support Operations Coordinator

BPCS, Comprehensive marketing solutions, ltd.

full-time

Posted on:

Location Type: Remote

Location: Washington • United States

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Salary

💰 $25 - $27 per hour

About the role

  • Continuously monitor assigned queues to ensure timely intake, accurate triage, and adherence to service-level objectives
  • Assign 100% of incoming cases to the appropriate resource within defined targets, balancing skills, availability, capacity, and priority
  • Respond promptly to inbound chat and email requests, prioritizing high-visibility or time-sensitive communications
  • Identify and resolve ambiguous or complex ownership scenarios, consulting with more experienced team members when necessary
  • Actively monitor cases approaching SLA thresholds and take proactive action to prevent breaches
  • Support escalation workflows by identifying the correct escalation path and facilitating timely handoffs to specialized or senior teams
  • Ensure adequate global coverage across regions and time zones, accounting for out-of-office schedules, holidays, and special events
  • Communicate assignments, risks, and urgent actions clearly to engineers, duty leads, and leadership through approved channels
  • Provide clear and thorough handover documentation between shifts or regions to maintain operational continuity
  • Follow established duty management processes, standards, and tool usage requirements
  • Track case assignments and interactions and contribute to reporting, metrics reviews, and operational analysis
  • Provide additional support for non-technical operational activities such as report generation, trend analysis, and data reviews
  • Ensure backup coverage plans are in place and communicated when out of office to avoid service disruptions

Requirements

  • Experience in an operational, administrative, or back‑office support role within a fast‑paced environment
  • Demonstrated ability to manage queues, triage work, and make accurate routing decisions under time constraints
  • Strong understanding of SLA‑driven operations and risk management principles
  • Excellent written and verbal communication skills, with the ability to convey urgency and clarity to varied stakeholders
  • Proven ability to work across time zones, regions, and cross‑functional teams
  • Strong organizational skills and attention to detail, with the ability to manage multiple concurrent priorities
  • Comfort using case management, ticketing, collaboration, and reporting tools
  • Ability to follow defined processes while exercising sound judgment in ambiguous situations
  • Prior experience in a duty manager, queue manager, service coordinator, or similar operational role (preferred)
  • Exposure to global support operations or enterprise‑scale service environments (preferred)
  • Experience supporting escalation management or high‑visibility customer scenarios (preferred)
  • Familiarity with capacity planning, coverage modeling, or workforce management concepts (preferred)
  • Experience contributing to operational reporting, metrics tracking, or service reviews (preferred)
  • Demonstrated ability to identify process gaps and suggest operational improvements (preferred)
Benefits
  • Medical, dental, and vision coverage
  • Flexible Spending Account
  • 401k program
  • Competitive PTO offerings
  • Parental Leave
  • Opportunities for professional growth and development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
queue managementtriageSLA managementrisk managementreport generationtrend analysisdata reviewsescalation managementcapacity planningworkforce management
Soft Skills
communicationorganizational skillsattention to detailjudgmentability to manage multiple prioritiescollaborationadaptabilityproblem-solvingtime managementstakeholder engagement