Support Operations Coordinator

TL;DR

Support Operations Coordinator: Maintaining queue health, protecting service levels, and ensuring cases are routed accurately and efficiently with an accent on operational judgment and attention to detail. Focus on coordinating effectively across regions, time zones, and stakeholder groups, and ensuring consistent service delivery.

Location: Remote

Salary: $25 – $27 USD Per Hr (Washington State)

Company

hirify.global is a technology solutions firm headquartered in Bellevue, Washington, that helps organizations unlock value from existing assets by leveraging cutting-edge technology.

What you will do

• Continuously monitor assigned queues to ensure timely intake, accurate triage, and adherence to service-level objectives.
• Assign incoming cases to the appropriate resource within defined targets, balancing skills, availability, capacity, and priority.
• Support escalation workflows by identifying the correct escalation path and facilitating timely handoffs to specialized or senior teams.
• Ensure adequate global coverage across regions and time zones, accounting for out-of-office schedules, holidays, and special events.
• Track case assignments and interactions and contribute to reporting, metrics reviews, and operational analysis.

Requirements

• Experience in an operational, administrative, or back‑office support role within a fast‑paced environment.
• Demonstrated ability to manage queues, triage work, and make accurate routing decisions under time constraints.
• Strong understanding of SLA‑driven operations and risk management principles.
• Excellent written and verbal communication skills, with the ability to convey urgency and clarity to varied stakeholders.
• Proven ability to work across time zones, regions, and cross‑functional teams.
• Strong organizational skills and attention to detail, with the ability to manage multiple concurrent priorities.

Nice to have

• Prior experience in a duty manager, queue manager, service coordinator, or similar operational role.
• Exposure to global support operations or enterprise‑scale service environments.
• Experience supporting escalation management or high‑visibility customer scenarios.
• Familiarity with capacity planning, coverage modeling, or workforce management concepts.

Culture & Benefits

• Medical, dental, and vision coverage.
• Flexible Spending Account.
• 401k program.
• Competitive PTO offerings.
• Parental Leave.
• Opportunities for professional growth and development.