Field Coordination Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of all real-time field support and escalation management.

• Serve as the main point of contact for urgent scheduling conflicts and field-related issues.

• Quickly address technician availability challenges, customer escalations, and scheduling interruptions.

• Collaborate with the Scheduling team to modify plans while minimizing disruptions.

• Act as a liaison among field teams, customers, and internal stakeholders during live operations.

• Ensure prompt and clear communication across all stakeholders during issues.

• Monitor and enhance the time-to-resolution for field-related challenges.

• Provide field technicians with necessary resources, information, and coordination support.

• Identify recurring problems and work with the Scheduling team on long-term solutions.

• Lead, mentor, and develop a team dedicated to delivering high-quality support execution.

• Foster relationships with customers and internal teams.

• Support system and process enhancements that improve field visibility and responsiveness.

• Manage KPIs including time-to-resolution, customer experience/CSAT, field morale, and escalation resolution effectiveness.

⛳️ Requirements

• Over 2 years of experience in customer support, field operations, or coordination roles.

• Proven experience in managing high-volume support environments.

• Background in leading or coaching teams.

• Excellent communication and problem-solving skills.

• Familiarity with CRM and support tools; Salesforce is preferred.

• Strong communication and interpersonal abilities.

• Ability to stay calm and effective in high-pressure situations.

• Strong skills in prioritization and decision-making.

• Empathetic with a customer-first mindset.

• Highly adaptable and responsive to changing needs.

• Strong collaboration skills across various teams.

• Collaboration during core working hours is essential.

🏝️ Benefits

• Competitive compensation package that includes stock options.

• Flexible work schedule.

• Comprehensive benefits, including a retirement plan match.

• Unlimited PTO.

• Remote-first work environment.

• Opportunity to make a meaningful impact on a daily basis.

• Collaborate with a dynamic and growing team.