Support Service Coordinator L1

Pax8

1d•Remote

About The Position

Support Service Coordinator L1 — Remote, USA | Pax8 Power the engine behind world‑class support at Pax8 Join Pax8 as a Support Service Coordinator L1 in the United States, where your coordination skills help deliver exceptional partner experiences at scale. This role sits at the heart of Pax8 Support Operations. You’ll be trusted with real‑time service coordination, escalation management, and quality oversight — all while growing alongside Pax8’s evolving AI‑enabled support ecosystem. You’ll gain deep operational exposure, sharpen analytical skills, and play a visible role in how we deliver support globally. Pax8 is a cloud‑first, people‑powered organization where collaboration, curiosity, and ownership matter. We invest deeply in our culture and our people, and we’re proud to be recognized for both.

Requirements

Proven experience in support operations, service coordination, or a similar environment
Strong attention to detail with a passion for data accuracy and service quality
Demonstrated understanding of case routing, workforce data, and quality assurance principles
Confidence working with tools such as ServiceNow, SharePoint, and Outlook
Clear, professional communication skills and a collaborative mindset
Strong analytical thinking with the ability to spot trends and improve processes
Comfort adapting quickly in a fast‑paced, high‑growth environment
Motivation to continuously learn and pursue relevant technical or IT certifications
Must hold valid right to work in the USA

Responsibilities

Coordinate incoming support cases across channels, ensuring accurate triage and timely assignment
Match cases to the right expertise using skill tagging, schedules, and intelligent routing logic
Act quickly on critical escalations and coverage gaps to maintain seamless support
Monitor case and call quality, applying established frameworks to drive consistency and improvement
Maintain accurate workforce and service data to support reporting, visibility, and decision‑making
Collaborate closely with Support Agents, Leaders, and Partners to align on expectations and outcomes

Benefits

Competitive compensation aligned to market and experience
Annual performance bonus opportunity
Comprehensive health, dental, and vision insurance
Life and disability insurance
Generous paid time off and paid holidays
401(k) retirement plan with company contribution
Learning and development investment, including unlimited access to LinkedIn Learning
Wellbeing resources and employee support programs
Non-Commissioned Bonus Plans or Variable Commission
401(k) plan with employer match
Medical, Dental & Vision Insurance
Employee Assistance Program
Employer Paid Short & Long Term Disability, Life and AD&D Insurance
Flexible, Open Vacation
Paid Sick Time Off
Extended Leave for Life events
Career Development Programs
Stock Option Eligibility
Employee-led Resource Groups