Customer Success Team Coordinator - CONTRACT at PULSE LABS AI INC – Mexico City

Pulse Labs, backed by Google and Amazon, is redefining product development. Our mission is to provide insightful, actionable, and easily comprehensible feedback throughout the product lifecycle, from conception to market launch and beyond. Our innovative evaluation platform helps leading tech companies refine and create groundbreaking products across mobile, smart home, wearables, and automotive domains.

We are looking for a highly organized and proactive Panelist Success Team Coordinator to support the day-to-day operations of the support team. This role acts as a central point of coordination, ensuring team productivity, study coverage, and visibility into key metrics, while also representing the team’s needs in cross-functional conversations.

This is a hands-on operational coordination role, ideal for someone who can lead through influence, stay close to the work, and step in when needed.

Key Responsibilities

1. Team Operations & Productivity Oversight

• Monitor daily ticket volume and ensure timely responses aligned with SLA expectations

• Identify gaps in productivity and follow up with team members as needed

• Ensure tickets are actively being worked and not left unresolved or idle
  
  

2. Study Coverage & Resource Coordination

• Maintain visibility into all active studies and assigned support coverage

• Ensure each study has clear ownership and appropriate support at all times

• Identify coverage risks early and coordinate adjustments with the team
  
  

3. Metrics & Reporting

• Connect with study POCs on key support metrics (volume, response times, resolution times, backlog)

• Work with study POCs to surface trends, risks, and areas of concern

• Help connect day-to-day activity with broader operational impact
  
  

4. Escalation Management:

• Identify tickets or situations that require escalation.

• Coordinate with internal teams to resolve issues

• Ensure escalations are followed through to resolution
  
  

5. Cross-Functional Representation:

• Represent the Support Team in meetings and cross-functional discussions

• Advocate for team needs, blockers, and priorities

• Ensure support insights are clearly communicated and understood
  
  

6. Hands-On Support Coverage:

• Step in to manage tickets/contacts directly when needed to support the team

• Help reduce backlog during high-volume periods or coverage gaps

• Lead by example in ticket quality and responsiveness

• 2–5 years of experience in customer support, operations, or similar roles

• Experience leading small teams or influencing outcomes without direct authority

• Strong organizational and prioritization skills

• Comfort working with metrics and operational data

• Clear, confident communicator across teams

Proactive mindset with a strong sense of ownership