Account Coordinator, Customer Support

GoBolt•Markham, ON

2d•CA$55,000 - CA$60,000•Hybrid

About The Position

We are on the lookout for an Account Coordinator, Customer Support who shares our passion for Customer Obsession. In this dynamic role, you will play a critical supporting part in the day-to-day communications and support of our client accounts, partnering closely with Account Managers to ensure operational excellence, timely issue resolution, and a best-in-class customer experience.

Requirements

Minimum 2-3 years experience in an account coordination, customer success, customer service, or an operations support role;
Exceptional organizational skills and the ability to manage multiple priorities and stakeholders simultaneously;
Strong critical thinking skills, with the ability to break down ambiguous problems, weigh trade-offs, and make sound judgment calls under tight deadlines;
Proven ability to handle client escalations calmly and professionally, de-escalating situations while driving toward resolution;
Excellent written and verbal communication skills, with the ability to communicate clearly with both clients and internal teams;
Strong empathy and active listening skills, with a passion for delivering exceptional customer support experiences;
Demonstrated commitment to customer service excellence;
A proactive, solution-oriented approach with the ability to take ownership of issues from start to finish;
Comfort working in a fast-paced, ambiguous environment where priorities can shift quickly.

Nice To Haves

Experience or strong interest in the 3PL/Fulfillment/Last mile field is highly preferred.

Responsibilities

Support Account Managers in the day-to-day management of client accounts, acting as a key point of contact for routine client communications;
Coordinate with internal teams (operations, fulfillment, transportation, and tech) to ensure client requests, escalations, and service requirements are addressed promptly;
Serve as a frontline customer support resource for clients, responding to inbound inquiries with empathy, urgency, and a solutions-first mindset;
Own and manage escalations from start to finish, applying critical thinking to assess severity, identify the right cross-functional partners, and drive resolution within SLA;
Track client SLAs, flag potential issues proactively, and assist in driving resolutions through to completion;
Maintain accurate account documentation, SOPs, and CRM records to ensure data integrity across the customer lifecycle;
Investigate and triage client tickets, working cross-functionally to identify root causes and prevent recurrence;
De-escalate sensitive or high-stakes client situations with professionalism, keeping stakeholders informed and managing expectations throughout the resolution process;
Document recurring customer issues and partner with internal teams to recommend process or product improvements that reduce ticket volume over time;
Stay up to date with industry trends, regulations, and best practices in supply chain and logistics;
Identify opportunities to improve internal processes that impact the client experience.