(Remote, US-Based Only)
🧾 About the Role
PartnerHero x Crescendo is hiring a Real-Time Coordinator to oversee day-to-day support operations across phone, chat, and email channels. You’ll manage live scheduling, monitor workload volumes, and ensure exceptional customer experience through proactive coordination. This is a strategic role that blends data awareness, CX tools, and real-time decision-making to optimize performance.
✅ Position Highlights
• Full-time, remote (US only)
• Schedule: Friday–Tuesday, 10:00 AM–7:00 PM EST
• Paid training: Mon–Fri, 8:00 AM–5:00 PM EST
• Start Date: July 24, 2025
• Competitive salary and benefits
• Medical, dental, vision, and retirement options
• Paid time off, sabbaticals, and training
• Equipment provided
📋 What You’ll Own
• Monitor real-time volume across all support channels
• Adjust schedules, breaks, and ticket assignments based on live needs
• Ensure adherence to SLA targets and agent availability
• Collaborate with leadership to improve time tracking and support delivery
• Generate reports and analyze trends for ongoing optimization
• Use CX platforms and workforce tools to manage utilization
• Maintain confidentiality and support HIPAA-compliant environments
• Support cross-functional projects as needed
🎯 Must-Have Traits
• Prior experience as a Real-Time Analyst or Coordinator
• Familiarity with CX tools (Zendesk preferred)
• Strong attention to detail and analytical skills
• Experience juggling multiple workflows and communication channels
• Comfortable using spreadsheets (Google Sheets or Excel)
• Excellent communicator, team player, and initiative-taker
• Passion for data-informed decisions and real-time problem solving
• Commitment to PartnerHero values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust
💻 Remote Requirements
• Must reside in AZ, DE, FL, GA, ID, KS, MD, MI, NV, NC, OR, TX, VA, WA, or SC
• Reliable home internet and power, with a private backup location (not a public space)
• HIPAA-compliant environment and comfort handling sensitive data
💡 Why It’s a Win for Remote Job Seekers
• People-first culture with a Most Loved Workplace vibe
• Blend of strategic thinking and operational execution
• Clear career development and mentorship paths
• Opportunity to be on the frontlines of Augmented AI-powered CX
✍️ Call to Action
If you thrive in fast-paced, high-impact environments and are ready to shape the future of real-time support, apply now and help us redefine customer experience.