Join to apply for the Customer Success Coordinator role at Set Up My Offshore 3 days ago Be among the first 25 applicants Join to apply for the Customer Success Coordinator role at Set Up My Offshore Get AI-powered advice on this job and more exclusive features. * This role supports the efficient delivery of the client's coaching programs by providing remote administrative assistance across participant services, coach support, and reporting. Working closely with the Participant Success Representative, Lead Coaches, and broader Customer Success team. * This role ensures seamless operational execution of recurring tasks, inbox management, and first-line support needs. The role also provides overflow and backup support for the Participant Success Representative, stepping in during periods of leave, unplanned absence, or peak volume to ensure continuity of service. Job Description Job Overview: * This role supports the efficient delivery of the client's coaching programs by providing remote administrative assistance across participant services, coach support, and reporting. Working closely with the Participant Success Representative, Lead Coaches, and broader Customer Success team. * This role ensures seamless operational execution of recurring tasks, inbox management, and first-line support needs. The role also provides overflow and backup support for the Participant Success Representative, stepping in during periods of leave, unplanned absence, or peak volume to ensure continuity of service. Job Responsibilities 1. Participant Support * Inbox management: Monitor shared inboxes and triage incoming emails. Use template responses for common queries, escalate complex requests to the appropriate team member, and ensure prompt, professional communication. * Participant administration: Action participant requests such as reschedules, email updates, and reactivations. Use existing systems and templates to ensure accuracy and consistency and update relevant trackers and portals. * Inbound phone support: Respond to participant calls, resolving routine queries, troubleshooting tech issues, and updating session details as required. * Follow up with first-session no-shows: Conduct regular outreach via email and phone to participants who missed their first (or subsequent) coaching session. Support them to reschedule, clarify program entitlements, and remove blockers to engagement. Maintain accurate records of contact attempts and outcomes. * Assessments setup and distribution: Generate assessment links (e.g. Birkman), send to participants and coaches, and distribute reports upon completion. Ensure reports are correctly linked to participant records and coaching sessions. 2. Coach Support * Coach communications: Provide basic support to coaches via inbox management, answering common questions about session logging, availability updates, and portal navigation. Escalate issues to Lead Coaches or the Customer Success team when appropriate. * Coach payroll assistance: Reconcile timesheet data with session records, adjust hours where needed, and escalate discrepancies or IT issues. Ensure timely submission of payroll information in line with internal deadlines * Small business coaching support: Schedule coaching sessions for small business participants in line with program timelines, coordinating with assigned coaches and updating systems accordingly. 3. Reporting & Operations * Overflow and backup coverage: Provide backup for the Participant Success Representative during periods of leave, absence, or peak workload. Step in to manage conversion workflows, inboxes, and key support tasks to ensure business continuity. * Weekly engagement reporting: Support preparation of engagement data for leadership coaching programs, including report formatting, data extraction, and dashboard maintenance. * Coach follow-up on engagement issues: Proactively follow up with coaches regarding missed session entries, expired follow-ups, or discrepancies in engagement data. Use templates and trackers to communicate clearly and professionally, and escalate unresolved issues to the Lead Coaches. * Data entry and tracker updates: Maintain internal spreadsheets, program trackers, and participant records to ensure up-to-date information is available for all stakeholders. Requirements * Bachelor's degree in Business/ Office Administration or relevant field. * Proven experience of at least four (4) years of administrative support, executive assistance, customer service, or virtual assistant roles. * Familiarity with coaching, HR, or training environments is desirable. * High attention to detail and consistency when working across spreadsheets, portals, and inboxes. * Strong organizational skills with the ability to manage recurring tasks, maintain accurate records, and follow structured processes. * Proficient using multiple digital systems and tools (e.g. Microsoft Excel, Outlook, web-based platforms); ability to learn new systems quickly. * Intermediate to advanced Microsoft Excel skills, including experience with VLOOKUP, pivot tables, data cleansing, and reconciling data from multiple sources. * Clear and professional written communication skills, with the ability to follow email templates and communicate with a respectful tone. * Proactive and self-motivated, with the ability to work independently and deliver consistent outputs without close supervision. Benefits * Permanent WFH Arrangement * Fixed day-shift Schedule (Australian time) * Work equipment provision * 'Commensurate with experience' Remuneration Package * SUMO In-house & outdoor company events such as Team Building, Christmas Party, Quarterly Meet-Ups, Team Huddle check(event) ; career-website-detail-template-2 => apply(record.id,meta)" mousedown="lyte-button => check(event)" final- final-class="lyte-button lyteBackgroundColorBtn lyteSuccess" lyte-rendered=""> Seniority level * Seniority level Mid-Senior level Employment type * Employment type Full-time Job function * Job function Management and Manufacturing * Industries Outsourcing/Offshoring Referrals increase your chances of interviewing at Set Up My Offshore by 2x Sign in to set job alerts for "Customer Success Coordinator" roles. 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