Operations Coordinator (Level 1)

About the Role

We are looking for an enthusiastic and detail-oriented Operations Coordinator to join our growing Service Operations team. This entry-level role focuses on providing outstanding customer support by assisting with inquiries, resolving issues, and ensuring a seamless customer experience. You’ll collaborate with various teams and learn to effectively manage day-to-day customer interactions while gaining valuable skills in a fast-paced, remote-first environment.

Key Responsibilities

• Audit upcoming trips to ensure all required trip details are complete and accurate prior to service.
• Respond to incoming phone calls and emails from transportation providers, addressing questions and resolving operational issues.
• Source, negotiate, and secure last-minute transportation (LMT) providers to maintain service commitments.
• Coordinate with providers to resolve scheduling conflicts, trip changes, cancellations, and service disruptions.
• Escalate complex operational issues to the appropriate internal teams while ensuring timely follow-up and resolution.
• Partner closely with the L&CS, Sales, and Operations teams to resolve issues impacting customers and providers.
• Monitor active trips and proactively communicate updates related to delays, provider changes, or operational challenges.
• Maintain accurate documentation of provider communications, trip updates, and resolutions within internal systems.
• Prepare weekly operational reports and provide updates to Regional Leads on provider performance and recurring issues.
• Follow established operational procedures and service-level expectations while identifying opportunities to improve workflows and provider experience.

Experience and Skills

• 0-2 years of customer service or operations support experience.
• Strong written and verbal communication skills with the ability to interact professionally with external partners.
• Excellent organizational skills and attention to detail, especially when multitasking in a fast-paced environment.
• Ability to work flexible hours, including nights and weekends, as needed.
• Proficiency with Google Suite and experience using CRM or ticketing systems is a plus.
• A proactive problem-solving mindset with a customer-first attitude.