Operations Coordinator

Percona

full-time

Posted on: 9/28/2025

Location Type: Remote

Location: Remote • 🇺🇸 United States

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JuniorMid-Level

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

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

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

project coordinationcustomer communicationstime trackingdashboard reviewprocess management

interpersonal skillscommunication skillstime-managementorganizational skillsattention to detailproblem-solvingcollaborationadaptability

operations certificationprocess management certification