Support Coordinator

Coordinator

Remote

February 24, 2026

Application ends: May 25, 2026

JOB DETAILS

REQUIREMENTS

Bachelor’s degree
2+ years in administrative support, support operations, or project coordination in a SaaS/startup setting
Experience with Confluence, Salesforce, Jira, Slack, and Looker
Mission-driven and excited about improving senior care through technology
Highly detail-oriented with a high bar for accuracy and follow through
Calm and professional under pressure, especially during incidents and tight deadlines
Clear, responsive communicator and strong active listener
Proactive and solutions-oriented. You anticipate issues and prevent escalation
Comfortable juggling multiple priorities across teams and tools in a fast-moving environment

RESPONSIBILITIES

Own and continuously improve the Support SOP library in Confluence – write, edit, organize, and keep documentation current
Coordinate training/retraining for SOP changes, product updates and new workflows to ensure consistent execution
Partner with Operations, Customer Success, and Product to review and refresh SOPs at least annually
Build dashboards, report and escalations for the Support Team’s KPIs, SLAs, scorecard, and overall performance metrics to keep priorities aligned and initiatives on pace
Support system hygiene and reporting across Salesforce, Jira, Slack, and Confluence (case updates, data quality, basic reporting)
Capture and maintain meeting agendas, notes, action items, and follow-ups to keep communication tight and consistent
Support urgent customer and internal communications during major incidents/outages – help build the process, coordinate stakeholders, and drive follow-through
Create and update decks for internal and external meetings (status updates, incident recaps, training materials, and business reviews)
Coordinate new hire onboarding, shadowing schedules, and completion tracking for onboarding guides
Identify workflow friction and implement process improvements across tools to improve speed, consistency, and visibility
Provide general administrative/operational support and take on additional projects as the team scales