Support Coordinator

SafelyYou

14h • Remote

About The Position

SafelyYou’s passionate mission is to empower safer, more person-centered care across senior living through world-leading AI, industry-changing hardware, and remote expert clinicians, significantly improving outcomes for residents while increasing peace of mind for families and reducing costs for communities.

Originating in 2015 as the doctoral research of CEO George Netscher—and inspired by his own family's experience with Alzheimer's disease—SafelyYou was spun out of UC Berkeley’s Artificial Intelligence Research Lab, one of the top five AI research groups in the world. And today, our company is solving critical challenges in senior living, from resident falls and ER visits to staffing concerns, length of stay, and NOI. All helping ensure that communities can focus on improved care for residents while still reaching their financial goals.

SafelyYou is one of five most innovative fall technologies referenced in the Senate Falls Report (2019), a winner of the McKnight’s Tech Partner of the Year, and has been named to Fortune’s Impact 20 list, which recognizes companies making people’s lives better through innovation.
Your Role at SafelyYou

The Support Coordinator keeps our Support team running smoothly day to day by improving internal processes, maintaining accurate resources and documentation, and coordinating core operational workflows (training, onboarding, reporting, and cross-functional follow-through). This is a great fit for someone who’s highly organized, moves fast, and loves making teams more efficient while helping advance SafelyYou’s mission to improve safety and care outcomes in senior living.

Requirements

• Bachelor’s degree
• 2+ years in administrative support, support operations, or project coordination in a SaaS/startup setting
• Experience with Confluence, Salesforce, Jira, Slack, and Looker
• Mission-driven and excited about improving senior care through technology
• Highly detail-oriented with a high bar for accuracy and follow through
• Calm and professional under pressure, especially during incidents and tight deadlines
• Clear, responsive communicator and strong active listener
• Proactive and solutions-oriented. You anticipate issues and prevent escalation
• Comfortable juggling multiple priorities across teams and tools in a fast-moving environment

Responsibilities

• Own and continuously improve the Support SOP library in Confluence - write, edit, organize, and keep documentation current
• Coordinate training/retraining for SOP changes, product updates and new workflows to ensure consistent execution
• Partner with Operations, Customer Success, and Product to review and refresh SOPs at least annually
• Build dashboards, report and escalations for the Support Team’s KPIs, SLAs, scorecard, and overall performance metrics to keep priorities aligned and initiatives on pace
• Support system hygiene and reporting across Salesforce, Jira, Slack, and Confluence (case updates, data quality, basic reporting)
• Capture and maintain meeting agendas, notes, action items, and follow-ups to keep communication tight and consistent
• Support urgent customer and internal communications during major incidents/outages - help build the process, coordinate stakeholders, and drive follow-through
• Create and update decks for internal and external meetings (status updates, incident recaps, training materials, and business reviews)
• Coordinate new hire onboarding, shadowing schedules, and completion tracking for onboarding guides
• Identify workflow friction and implement process improvements across tools to improve speed, consistency, and visibility
• Provide general administrative/operational support and take on additional projects as the team scales

Benefits

• A mission-driven company culture
• Fully remote
• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, and Vision
• 401k Program
• Monthly Education, Well-being & WFH stipends
• Non-accrual PTO
• Growth Potential
• Company Retreats
• Medical & Family/Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level