Customer Support Operations Coordinator

About Procare

For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children.  We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.

Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds. 

A little about the role…

The Customer Support Operations Coordinator will play a key role in driving efficiency, data accuracy, and perform other ad-hoc projects within the Customer Support team. This position is ideal for someone who thrives in a fast-paced environment, is highly organized, and has a passion for process improvement and data-driven decision-making. You’ll work closely with Customer Support leadership to streamline workflows, optimize reporting, and enhance the overall support experience for our customers.

What You Will Do…

• Assist with monitoring inbound queues (Salesforce, Intercom, phone) and ensure prompt case/chat assignment
• Build and maintain reporting dashboards in Salesforce and other tools to help leadership make data-informed decisions
• Assist with backlog grooming, queue hygiene, and proper tagging/documentation
• Identify and flag trends in customer issues, escalating concerns as needed to Product, Engineering, or other teams
• Maintain internal documentation and SOPs; train reps on updates and best practices
• Partner with Support leadership to test new tools, workflow updates, and process enhancements
• Help coordinate training schedules, shadowing sessions, and onboarding materials for new hires
• Support escalation tracking and follow-ups to ensure high-priority issues are resolved efficiently
• Assist in managing PTO calendars, shift coverage, and Support scheduling logistics
• Assist Enterprise Support with monthly customer data

Our Ideal Candidate Will Have…

• 1–2 years' of experience in a SaaS support environment or customer service operations
• Working knowledge of Salesforce, Intercom, and Excel (bonus if you’ve built dashboards or reports)
• Strong organizational skills and the ability to juggle multiple tasks and priorities
• Excellent verbal and written communication skills
• Proactive problem solver with a positive, can-do attitude
• Comfortable collaborating cross-functionally and advocating for customer needs
• Self-starter who thrives in a fast-paced, ever-evolving environment

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for you
• HSA option with employer contributions of $50/month
• Vacation time, holidays, sick days, volunteer & personal days
• Paid Parental Leave
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement up to $2,000/year and continued Professional Development
• Free access to our Employee Assistance Program with 24/7 live support
• Casual workplace environment
• Some meals provided
• Voluntary Pet Insurance
• Prime downtown location close to restaurants and entertainment
• Promote from within- excellent career paths

Salary

$25-$30/hour DOE

Location

This position is based in our Denver, CO office. We are currently in a flexible hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Denver, CO office a few days a week.