Customer Support Coordinator

Reflex•Austin, TX

7d•Onsite

About The Position

Customer Support Coordinator Location: Austin, TX About Reflex Reflex is building the infrastructure that powers modern retail labor. By 2030, Reflex aims to be the largest retail workforce in the world without owning a single store. More than 16 million Americans work in retail stores today, yet staffing remains reactive, inefficient, and costly for both retailers and workers. Retailers struggle with unreliable coverage and limited visibility into labor performance, while workers face unpredictable schedules and inconsistent income. Reflex solves this through a real-time, on-demand retail labor marketplace that connects national retail brands with trained, high-performing workers. The platform lets stores flex staffing dynamically as demand changes, while creating performance-driven opportunities for workers. We're scaling fast with some of the most notable brands in retail and are live in more than 1,200 active stores across the US.

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