Mantle

Operations

• Coordinator for incoming support requests, ensuring tickets are accurately triaged, monitored and progressed to resolution.
• Ensure support tickets are accurately logged, categorised and maintained to support reporting and service improvement activities.
• Build trusted working relationships with Subject Matter Experts across the business to ensure timely responses and resolution of customer issues.
• Proactively follow up on outstanding actions, maintaining momentum and removing barriers to progress.
• Communicate clearly and professionally with clients throughout the lifecycle of support requests.
• Managing customer expectations through transparent communication, prioritisation and regular updates.
• Coordinate effectively across multiple teams and stakeholders, balancing competing priorities and urgent demands.
• Support the development of support playbooks, knowledge resources and process documentation.
• Identify opportunities for continuous improvement, helping to enhance both customer experience and operational efficiency.
• Assist with the triage of user issues and coordinate the resolution of more complex system or product-related problems.

Support Operations Coordinator