Operations Coordinator
Percona
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
MongoDBMySQLPostgresServiceNowSwift
About the role
- Serve as first responder to all customer requests via phone and email; assess needs and connect to internal resources
- Establish and manage initial communications with customers to align on schedules for Professional Services engagements
- Maintain frequent and consistent status reviews and follow-ups with internal and customer contacts
- Act as first level of escalation for customer complaints and drive swift resolutions
- Take full ownership of scheduling requirements for assigned Professional Services engagements, set up new projects, and assign consultants
- Join and support customer-consultant calls
- Update and maintain the Professional Services Team Calendar for visibility to team utilization and project lead times
- Manage and schedule frontline team coverage to ensure consistent customer support
- Deliver high-quality, efficient, and profitable services to achieve customer satisfaction and retention
- Provide timely updates for management-level reporting including KPIs, project backlog, and time tracking
- Update customer accounts and portal information; perform dashboard review and cleaning
- Serve as primary resource for Sales, Customer Success, and Managed Services for scheduling and cross-team collaboration
- Create and maintain documentation for new and existing processes
- Coordinate frequently with Sales, Contracts, Finance, Support, and Managed Services to ensure seamless service delivery
Requirements
- Strong interpersonal and communication skills in English (both spoken and written)
- Minimum of 2 years of experience in a Professional Services, Customer Service, or similar operational environment, handling project coordination and customer communications
- Maintains a positive, customer-first, and team-first attitude
- Outstanding time-management, organizational skills, and strong attention to detail
- Proven ability to perform in a client-facing role in a professional manner, with experience leading project calls with customers and internal team members
- Ability to adapt and adjust quickly to changing priorities and processes in a remote, self-directed work environment
- Natural problem-solver who can think critically and act in the best interest of the customer and the company
- Collaborative team worker
- Experience and a strong understanding of Salesforce, ServiceNow, and Google Suite (preferred)
- Experience providing customer service within the tech industry, particularly with open-source communities and database technologies (MySQL, MongoDB, PostgreSQL) (preferred)
- Possess a certification related to operations and/or process management (preferred)
- Consistent and strong internet connection required
- Must cover an 8-hour shift from 12 p.m. to 8 p.m. EST
Benefits
- flexible work hours
- various paid time off programs
- all your equipment for your remote office
- funds for career development (external training, certifications, conferences)
- ongoing connectivity allowances
- opportunity to participate in our equity incentive plan
- The Percona Adventure Team
- Work-from-Anywhere
- FlowDays
- FryDays
- overall flexibility
- PAVE volunteering program
- Women Transforming Technology
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project coordinationcustomer communicationstime trackingdashboard reviewprocess management
Soft skills
interpersonal skillscommunication skillstime-managementorganizational skillsattention to detailproblem-solvingcollaborationadaptability
Certifications
operations certificationprocess management certification