Client Service Coordinator

The Client Services Coordinator ensures smooth day-to-day Services operations by acting as the central coordination point across teams, shifts, tools, and stakeholders while driving continuous improvement, operational excellence, and client satisfaction.

Key roles & responsibilities

Operational oversight & coordination

• Stay on top of all departmental activities; proactively monitor smooth day and night shift operations and take timely action or escalation.
• Coordinate across departments to ensure uninterrupted service delivery and client satisfaction.
• Support optimization of L1 / L2 / L3 routing, DSMs, ticket triaging, and resolution workflows.
• Identify inefficiencies, bottlenecks, and risks; propose and implement solutions.

Product alignment

• Serve as the single point of contact for Product updates, new features, and releases; ensure timely awareness and coordination for the Services team.

Ticketing systems, automation & tooling

• Coordinate configuration and optimization of the ticketing platform and ensure tools support operational visibility, prioritization, and proactive issue management.
• Support setup and refinement of automation, triggers, alerts, dashboards, and reports.

Reporting, metrics & analysis

• Prepare and share regular departmental reports for leadership and wider teams.
• Track and analyze KPIs, SLAs, trends, and operational metrics.
• Conduct retrospectives on top drivers and recurring issues.
• Communicate insights and improvement recommendations to cross-functional teams.

Process improvement & strategic initiatives

• Own and drive departmental and company-level improvement initiatives aligned with organizational goals

Team performance, capacity & growth

• Analyze team capacity, workload distribution, and utilization to ensure balance and efficiency.
• Conduct regular 1:1s and gather 360° feedback on performance, behavior, and collaboration.
• Support succession planning, career pathing, and target setting for team members.

Stakeholder management & representation

• Act as a liaison between Nepal and US teams and cross-functional departments.
• Represent the Services department in events, meetings, and company initiatives.

Documentation & SOP ownership

• Create, maintain, and improve SOPs, process documents, and operational guidelines.
• Ensure practices stay aligned with organizational standards and are accessible for onboarding and training.

Specification

• Bachelor’s Degree in IT with at least 2 years of experience
• Hands-on experience with ticketing tools
• Ticketing systems administration basics (routing rules, automations, macros)
• SLA and KPI tracking, reporting, trend analysis
• Process documentation and SOP management
• Incident triage, escalation, root-cause coordination
• Proactive, clear, and proficient communication skills with the ability to anticipate issues, align stakeholders, and drive timely action across teams and time zones.

Employee Benefits:

• Competitive salary
• Performance bonus plan after a year of hire
• Accidental insurance and medical insurance for you and your two family members
• Team building events
• Quarterly outings and monthly fun events
• CIT option
• Various skill development training

Work Culture:

• Young and dynamic work culture
• Work hard, play hard
• Grow with us
• Passionate, committed, and creative culture