Support Service Coordinator L1 at Pax8 in Remote

Summary: Pax8 is a cloud-first, people-powered organization seeking a Support Service Coordinator L1. In this role, you will coordinate support cases, manage escalations, and ensure quality oversight to enhance partner experiences and operational efficiency. 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 Required Qualifications: - 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 Required Skills: Support operations, Service coordination, Case routing, Workforce data management, Quality assurance, ServiceNow, SharePoint, Outlook, Analytical thinking Benefits: 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, RTD Eco Pass (For local Colorado Employees), Career Development Programs, Stock Option Eligibility, Employee-led Resource Groups