Customer Support Coordinator

Reflex • Austin, TX

7d • Onsite

About The Position

The Customer Support Coordinator oversees store-level execution for national brands, ensuring accurate system setup, proactive communication, and consistent quality across locations. This role partners directly with internal and external teams, supporting Account Management and Operations at the start of new customer relationships and, as those relationships mature, store-level leadership within our customer accounts.
You're the internal operational owner of customer setup and maintenance at both the brand and location level across multiple systems, and the primary external point of contact for store-level needs, owning escalations from intake to closure.

Requirements

• 1–2 years in customer success, account coordination, client services, or retail/store operations (direct marketplace or multi-location retail experience is a plus, not a requirement)
• Strong attention to detail — you catch setup errors and inconsistencies before they affect a store
• Comfortable working across multiple systems and tools simultaneously while maintaining data accuracy and meeting deadlines
• Service-oriented communication style, with the judgment to tailor tone between corporate stakeholders and store-level staff
• Ability to triage and prioritize escalations, knowing when to resolve directly versus loop in Marketplace Ops or Account Management
• Demonstrated ability to use AI tools and technology to improve productivity and accuracy
• Comfortable using data and reporting to spot trends and inform recommendations, rather than waiting to be told there's a problem
• Clear written and verbal communication, including comfort delivering structured updates to cross-functional teams
• Proficiency with standard office and reporting tools (Excel/Google Sheets, email, CRM or ticketing platforms)
• Thrives in a fast-scaling environment where processes are still being built and refined

Nice To Haves

• direct marketplace or multi-location retail experience is a plus, not a requirement

Responsibilities

• Direct ownership of Boutique customer accounts and lifecycles (fewer than 3 stores or a single market)
• New store setup across all required systems, including accurate contact information, latitude/longitude, hours of operation, billing and pay rates, and location-specific notes for workers
• Worker-facing configuration, including but not limited to “What to Expect,” wardrobe policy, and brand-provided training documents and media
• Proactively monitoring store-level trends and initiating outreach
• Supporting a quality experience and marketplace health, partnering directly with Market Operations to protect store-level performance, for example by: Contributing to store dispatch and overbooking strategy, Reviewing worker reviews to ensure coaching where relevant, Flagging recurring friction and recommending structural improvements
• Delivering clear, actionable reporting and follow-ups to cross-functional teams
• Standardizing and documenting configuration, maintenance, and reporting best practices

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed